Senior Technical Support Engineer – Hybrid NYC

HiBob; New York (NY); Hybrid; USD 66,000 - 80,000; Full time

Benefits offered by this job

Equity

401(k) match

Referral bonus

Medical, dental, and vision

Hybrid NYC office

Job summary

HiBob is seeking a Senior Technical Support Specialist to join our growing Customer Experience team in the New York City area. You will act as a trusted technical expert for HiBob customers and internal teams, guiding investigations and resolutions for complex issues with empathy and clear communication.

Requirements include 5+ years in SaaS tech support, strong English skills, and experience with SSO, IAM, ATS, payroll integrations, and public APIs.

Qualifications

• 5+ years of SaaS technical support experience.
• Excellent English written and verbal communication.
• Ability to own complex escalations with empathy and clarity.
• Experience with SSO, IAM, ATS, payroll and public APIs is a plus.

Responsibilities

• Provide technical solutions and consultative guidance via written channels and Zoom.
• Lead thorough troubleshooting and identify root causes and next steps.
• Own communication in escalated cases with internal teams and customers.
• Lead escalations, mentor teammates, and improve pod processes.
• Troubleshoot third-party integrations and APIs.
• Support Premium customers as dedicated point of contact when needed.
• Balance priorities across queues and time zones while maintaining ownership.

Skills

SaaS support

HR technology

English communication

Escalation ownership

Third-party integrations

Premium customers

Zendesk

Asana

Slack

Bilingual Spanish

Tools

Zendesk

Slack

Asana

Job description

HiBob is seeking a Senior Technical Support Specialist to join our growing Customer Experience team in the New York City area. You will act as a trusted technical expert for HiBob customers and internal teams, guiding investigations and resolutions for complex issues with empathy and clear communication.

Requirements include 5+ years in SaaS tech support, strong English skills, and experience with SSO, IAM, ATS, payroll integrations, and public APIs.