Senior SaaS Technical Support Specialist — Premium HR Tech

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

Job summary

HiBob is seeking a Senior Technical Support Specialist to be a trusted technical expert for HiBob customers and internal teams. You will lead investigation and resolution of complex product issues, and act as a liaison between customers and internal technical teams.

You will manage escalated cases, troubleshoot third-party integrations and public APIs, and provide proactive, consultative support for Premium customers.

Qualifications

• 5+ years of SaaS technical support experience.
• Excellent English written and verbal communication skills.
• Ability to communicate complex concepts clearly and professionally.
• Experience troubleshooting pod-specific challenges and proactive problem-solving.

Responsibilities

• Provide technical solutions and consultative guidance to customers through written channels and Zoom meetings.
• Lead thorough troubleshooting and identify root causes, workarounds, and next steps.
• Own communication in escalated or sensitive cases, coordinating with internal teams and customers.
• Lead customer escalations, mentor teammates, and improve pod processes.
• Troubleshoot third-party integrations (SSO, IAM, ATS, payroll) and public APIs.
• Support Premium customers as a dedicated point of contact and provide proactive guidance.

Skills

SaaS technical support

Customer communication

Troubleshooting

Cross-team collaboration

Tools

Zendesk

Slack

Asana

Job description

HiBob is seeking a Senior Technical Support Specialist to be a trusted technical expert for HiBob customers and internal teams. You will lead investigation and resolution of complex product issues, and act as a liaison between customers and internal technical teams.

You will manage escalated cases, troubleshoot third-party integrations and public APIs, and provide proactive, consultative support for Premium customers.