Senior SaaS Technical Support Lead for HR Tech

XYZ Venture Capital; Washington (District of Columbia); Hybrid; USD 75,000 - 95,000; Full time

Job summary

HiBob is seeking a Senior Technical Support Specialist to serve as a trusted technical expert for customers and internal teams. You will lead investigations, provide clear guidance, and manage escalations with empathy while collaborating with Engineering and other teams.

You will troubleshoot complex integrations (SSO/IAM/ATS/payroll) and support Premium customers as a dedicated point of contact. This role requires strong English communications and ownership across time zones.

Qualifications

• 5+ years in SaaS technical support, incl. HR tech knowledge.
• Excellent English written and spoken communication.
• Ownership of customer escalations and sensitive cases.
• Experience troubleshooting third-party integrations (SSO/IAM/ATS/payroll).
• Ability to explain complex concepts clearly and empathetically.
• Hybrid work with NYC office 2 days per week.

Responsibilities

• Provide technical solutions and consultative guidance via written channels and Zoom.
• Lead troubleshooting of complex issues and identify root causes and workarounds.
• Own communications in escalated cases with clear, empathetic updates.
• Lead customer escalations and mentor teammates; improve pod processes.
• Troubleshoot third-party integrations including SSO, IAM, ATS, payroll.
• Guide customers on usage of Bob's public APIs.
• Act as dedicated contact for assigned Premium customers.
• Balance multiple queues and time zones while maintaining ownership and quality.
• Create Help Center content to support customers and teams.
• Suggest internal process improvements.
• Meet weekly/monthly personal KPIs and contribute to team KPIs.

Skills

SaaS support

Technical troubleshooting

Escalations mgmt

Customer guidance

English proficiency

Premium/enterprise support

Cross-functional collaboration

Time zone coordination

Strong communication

Spanish (bonus)

Tools

Zendesk

Slack

Asana

Job description

HiBob is seeking a Senior Technical Support Specialist to serve as a trusted technical expert for customers and internal teams. You will lead investigations, provide clear guidance, and manage escalations with empathy while collaborating with Engineering and other teams.

You will troubleshoot complex integrations (SSO/IAM/ATS/payroll) and support Premium customers as a dedicated point of contact. This role requires strong English communications and ownership across time zones.