Senior Technical Support Lead for SaaS HR & Integrations

Mosaic.tech; United States; Hybrid; USD 66,000 - 80,000; Full time

Job summary

HiBob is seeking a Senior Technical Support Specialist for our Customer Experience team in New York. You will act as a trusted technical expert for HiBob customers and internal teams, lead investigation and resolution of complex issues, and coordinate with Engineering to provide proactive, consultative support.

You will troubleshoot SSO, IAM, ATS, payroll integrations, and public APIs, manage escalations with empathy, and contribute to improving support processes while hitting weekly KPIs.

Qualifications

• 5+ years of SaaS technical support experience.
• Strong HR technology knowledge and pod-specific problem solving.
• Excellent English written and verbal communication skills.

Responsibilities

• Provide technical solutions and consultative guidance to customers through written channels and Zoom meetings.
• Lead thorough troubleshooting and root-cause analysis of complex issues.
• Own communication in escalated or sensitive cases with clear, empathetic updates.
• Coordinate with Engineering and other teams to resolve issues and mentor teammates.
• Troubleshoot third-party integrations (SSO, IAM, ATS, payroll) and public APIs.
• Support Premium customers as needed and identify opportunities to improve processes.

Skills

SaaS technical support

HR technology knowledge

English proficiency

Escalation ownership

API troubleshooting

Third-party integrations

Proactive consultative support

Cross-team collaboration

Tools

Zendesk

Slack

Asana

Job description

HiBob is seeking a Senior Technical Support Specialist for our Customer Experience team in New York. You will act as a trusted technical expert for HiBob customers and internal teams, lead investigation and resolution of complex issues, and coordinate with Engineering to provide proactive, consultative support.

You will troubleshoot SSO, IAM, ATS, payroll integrations, and public APIs, manage escalations with empathy, and contribute to improving support processes while hitting weekly KPIs.