Senior SaaS Technical Support Lead - HR Tech

Mosaic.tech; Washington (District of Columbia); On-site; USD 66,000 - 80,000; Full time

Job summary

HiBob is seeking a Senior Technical Support Specialist to act as a trusted technical expert for HiBob customers and internal teams. You will lead investigation and resolution of complex product issues, provide clear guidance, and manage escalations with empathy and accountability.

You will support Premium customers and collaborate with Engineering, with a focus on troubleshooting integrations, APIs, and ensuring high-quality customer experiences.

Qualifications

• 5+ years SaaS technical support experience, strong HR technology knowledge.
• Excellent English written and verbal communication skills.
• Ability to communicate complex concepts clearly and professionally.
• Experience troubleshooting third-party integrations (SSO, IAM, ATS, payroll) and APIs.
• Experience delivering proactive, consultative support for Premium customers is a plus.

Responsibilities

• Provide technical solutions and consultative guidance through written channels and Zoom meetings.
• Lead thorough troubleshooting and investigate complex customer issues, identify root causes and workarounds.
• Own communication in escalated or sensitive cases with internal teams and customers.
• Lead customer escalations, partner with Engineering and mentor teammates.
• Troubleshoot third-party integrations (SSO, IAM, ATS, payroll) and Bob APIs.
• Serve as a dedicated support point for Premium customers when applicable.
• Balance priorities across multiple queues/time zones while maintaining ownership and quality.
• Identify and create helpful content for the Help Center and internal teams.

Skills

SaaS technical support

HR technology knowledge

English communication

Troubleshooting integrations

Premium/strategic support

Zendesk/Slack/Asana

Bilingual in Spanish (advantage)

Tools

Zendesk

Slack

Asana

Job description

HiBob is seeking a Senior Technical Support Specialist to act as a trusted technical expert for HiBob customers and internal teams. You will lead investigation and resolution of complex product issues, provide clear guidance, and manage escalations with empathy and accountability.

You will support Premium customers and collaborate with Engineering, with a focus on troubleshooting integrations, APIs, and ensuring high-quality customer experiences.