Senior SaaS Support Engineer - HR Tech, Hybrid NYC

Hibob; New York (NY); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Equity

401(k) with company match

Employee referral bonus

Medical, dental, and vision coverage

Wellness stipend

Headspace membership

Hybrid work model

Paid time off

Birthday off

Job summary

HiBob is hiring in New York City for a customer-focused SaaS support role. The successful candidate will provide technical guidance through written and Zoom interactions, own escalations, and collaborate with Engineering on complex issues.

The position emphasizes proactive problem-solving and clear communication with premium customers. The role requires 5+ years of SaaS technical support, HR technology knowledge, and experience with third-party integrations and public APIs.

Qualifications

• 5+ years of SaaS technical support experience with HR tech knowledge.
• Excellent English written and verbal communication skills.
• Ability to clearly communicate complex concepts to customers and internal teams.
• Demonstrated ownership of customer escalations and sensitive situations.
• Experience troubleshooting third-party integrations (SSO, IAM, ATS, payroll) and public APIs.

Responsibilities

• Provide technical solutions and consultative guidance to customers via written channels and Zoom.
• Lead troubleshooting and root-cause analysis for complex issues.
• Own communication in escalated cases with clear, empathetic updates.
• Lead escalations and collaborate with Engineering and other teams.
• Troubleshoot third-party integrations and Bob APIs for customers.

Skills

SaaS support

Excellent English

Ownership of escalations

Cross-team communication

Troubleshooting APIs

Tools

Zendesk

Slack

Asana

Job description

HiBob is hiring in New York City for a customer-focused SaaS support role. The successful candidate will provide technical guidance through written and Zoom interactions, own escalations, and collaborate with Engineering on complex issues.

The position emphasizes proactive problem-solving and clear communication with premium customers. The role requires 5+ years of SaaS technical support, HR technology knowledge, and experience with third-party integrations and public APIs.