Technical Support Agent (SaaS)

Location: Utrecht, Netherlands; hybrid work with at least 2 days per week in the Utrecht office

Salary: €2,850–€2,950 gross per month based on 40 hours per week

Company

hirify.global is a fast-growing B2B SaaS platform that helps marketers, online retailers, and agencies manage, scale, and optimize product marketing across more than 2,500 channels.

What you will do

• Handle first-line customer tickets by email and phone, primarily in Dutch and English.
• Troubleshoot product feeds, APIs, and marketplace integrations, resolving issues or escalating complex cases to second-line support.
• Take ownership of customer cases from start to finish, maintaining clear communication and thorough documentation.
• Collaborate with support, commercial, and other teams to share customer insights and improve products and workflows.
• Contribute to in-tool translations and localization of customer-facing materials.
• Participate in team rituals, product learning, and department improvement initiatives.

Requirements

• Excellent written and spoken English and Dutch at C2 level.
• Availability for at least 4 days per week, or 32 hours.
• Ability to work from the Utrecht office at least 2 days per week.
• Curiosity, analytical thinking, problem-solving ability, and strong communication skills.
• Ability to adapt communication for technical and non-technical users while balancing speed, clarity, and customer satisfaction.
• Ability to work independently, collaborate effectively, and take full ownership of customer cases.

Nice to have

• Previous technical support experience, preferably in IT or eCommerce.
• Experience with eCommerce tools, product feeds, or APIs.

Culture & Benefits

• Open-minded, collaborative environment with flat hierarchies and room for ideas.
• Hybrid working policy, flexible start times between 8:00 and 10:00, and home-office equipment.
• 26 vacation days plus 2 reload days based on 40 hours, a 3-week workcation, and an additional 3 weeks for expats living in the Netherlands.
• Annual €1,000 learning and development budget.
• 8% holiday allowance, an old-age savings scheme, and commuting support through an NS Business Card or mileage reimbursement.
• Wellbeing support, including discounted Urban Sports Club membership, anonymous access to OpenUp psychologists, paid partner leave, office meals, and company events.

Hiring process

• 25-minute introduction call followed by a 60-minute online interview.
• 90-minute assignment interview at the Utrecht office with a Support Team Lead and a future team member, followed by an office tour.
• Reference checks are conducted before the offer stage.