Hybrid NYC SaaS Product Support Specialist

Hibob; Washington (District of Columbia); Hybrid; USD 62,000 - 75,000; Full time

Job summary

HiBob is expanding its Customer Experience team in the New York metro area. As a Product Support Specialist, you will be the frontline expert helping customers successfully use our SaaS HR platform, troubleshooting issues and guiding users through workflows.

You will collaborate with Product, Engineering, and Customer Success to resolve issues, contribute to knowledge bases, and improve support processes. We value strong communication and a customer-first mindset.

Qualifications

• Experience in a SaaS product support, CX, or technical support role.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Excellent written and verbal communication skills.
• Comfortable working with ticketing systems and support tools.
• A customer-first mindset with attention to detail.

Responsibilities

• Provide timely, accurate support to customers via chat, email, and other channels
• Troubleshoot product issues, configuration questions, and integrations
• Investigate reported issues and determine root causes or appropriate next steps
• Clearly communicate solutions and expectations to customers
• Escalate complex or high-impact issues with clear context and documentation
• Collaborate with Product, Engineering, and Customer Success teams
• Contribute to internal documentation, FAQs, and knowledge bases
• Identify recurring issues and share insights to improve product stability and usability

Skills

SaaS support

Problem solving

Analytical skills

Clear communication

Ticketing systems

Tools

Ticketing systems

Job description

HiBob is expanding its Customer Experience team in the New York metro area. As a Product Support Specialist, you will be the frontline expert helping customers successfully use our SaaS HR platform, troubleshooting issues and guiding users through workflows.

You will collaborate with Product, Engineering, and Customer Success to resolve issues, contribute to knowledge bases, and improve support processes. We value strong communication and a customer-first mindset.