Senior SaaS Tech Support & Escalations Lead

Hibob Inc.; New York, Northern (NY, KY); Hybrid; USD 66,000 - 80,000; Full time

Benefits offered by this job

Equity in a global HR tech leader

401(k) with company match

Medical, dental, and vision coverage

Job summary

HiBob is seeking a Senior Technical Support Specialist in the New York City area. You will serve as a trusted technical expert for HiBob customers and internal teams, leading investigations and resolution of complex product issues, and acting as a liaison across engineering and support pods.

You will troubleshoot integrations, APIs, and Premium customers, guiding them with empathy and clear updates while maintaining ownership across global time zones.

Qualifications

• 5+ years of SaaS technical support experience in HR tech.
• Excellent English written and verbal communication skills.
• Ability to explain complex concepts clearly to customers and internal teams.
• Ownership of customer escalations with empathy and accountability.
• Experience troubleshooting third-party integrations (SSO, IAM, ATS, payroll) and APIs.

Responsibilities

• Provide technical solutions and consultative guidance to customers via written and Zoom channels.
• Lead thorough troubleshooting and determine root causes, workarounds, and next steps.
• Own communication in escalated or sensitive cases with cross-team coordination.
• Lead customer escalations, mentor teammates, and improve pod processes.
• Troubleshoot third-party integrations and Bob’s public APIs.
• Serve Premium customers as dedicated support contact when applicable.
• Balance multiple priorities across queues and time zones with strong ownership.
• Create Help Center content to support customers and internal teams.
• Identify internal process improvements and drive changes.
• Meet weekly/monthly KPIs and contribute to team KPIs.

Skills

SaaS support

English proficiency

Escalation ownership

Third-party integrations

Premium customers

API troubleshooting

Zendesk/Slack/Asana

Spanish bilingual

Cross-team collaboration

Pod troubleshooting

Tools

Zendesk

Slack

Asana

Job description

HiBob is seeking a Senior Technical Support Specialist in the New York City area. You will serve as a trusted technical expert for HiBob customers and internal teams, leading investigations and resolution of complex product issues, and acting as a liaison across engineering and support pods.

You will troubleshoot integrations, APIs, and Premium customers, guiding them with empathy and clear updates while maintaining ownership across global time zones.