Senior Technical Support Specialist

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

About Us HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies. Our HR platform is intuitive, data-driven, and built for how people work today: globally, remotely, and collaboratively.

Come and be you with us Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.

What will you do? Our Customer Experience team is growing! As a Senior Technical Support Specialist, you will serve as a trusted technical expert for HiBob customers and internal teams. You will lead the investigation and resolution of complex product and service issues, provide clear and consultative guidance, and act as a liaison between customers and internal technical teams. You will manage sensitive and escalated situations with empathy, accountability, and a consistent customer experience.

• Provide technical solutions and consultative guidance to customers through written channels and interactive Zoom meetings.
• Lead thorough troubleshooting and investigation of complex issues raised by customers, identifying root causes, appropriate workarounds, and next steps.
• Own communication throughout complex, escalated, or sensitive cases, coordinating with internal technical teams and keeping customers informed with clear, empathetic updates at every stage.
• Lead customer escalations, partner with Engineering and other technical teams, mentor teammates, and improve pod processes.
• Troubleshoot third-party integrations, including SSO, IAM, ATS, and payroll integrations.
• Troubleshoot and guide customers on the effective use of Bob's public APIs.
• For assigned Premium customers, act as a dedicated support point of contact and provide proactive, consultative support.
• Balance customer requests of different priorities across multiple queues and time zones while maintaining strong ownership, responsiveness, and quality.
• Identify and create Help Center content to better support customers and internal teams.
• Proactively identify internal team processes that can be updated and help in initiating them.
• Achieve weekly and monthly personal KPIs and actively contribute to team KPIs through cross-pod resolution, project impact, consultative engagements, and retention influence.

Note: We will only consider candidates located in the New York Metro Area who are willing to work in our NYC office at 2 days a week. We love collaborating and connecting with our team members in-person, and we hope you will too!

Base salaries for this role range from $66,000 - $80,000 per year. As an HR company, HiBob seeks to create a best-in-class employee experience for all Bobbers. We take immense pride in the diversity of our team and in creating an environment that is fair and equitable for all. Ensuring pay equity across race, gender, and all other forms of diversity is pivotal to this mission. When determining salary ranges for our roles, we look at external market data and the salaries of Bobbers holding the same or similar roles. Our pay bands are wide because great candidates come to us with a broad range of experience and skill sets. When making individual pay rate decisions, we take into account the candidates’ depth of experience, their qualifications relative to incumbent employees, and their location-among other factors. Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.

We want to hear from you if you have:

• 5+ years of SaaS technical support experience, strong HR technology knowledge, andextensive experience resolving pod-specific challenges through proactive problem-solving.
• Excellent English written and verbal communication skills - a must
• Ability to communicate complex concepts in a fluent, clear and professional manner
• Demonstrated ownership of customer escalations and sensitive situations, with the ability to communicate empathetically and effectively with both customers and internal technical teams.
• Experience troubleshooting third-party integrations such as SSO, IAM, ATS, payroll, and public APIs - an advantage.
• Experience delivering proactive, consultative support for strategic or Premium customers an advantage.
• Advanced troubleshooting expertise within an assigned pod, including strong technical knowledge of the Core product and pod strategy.
• Demonstrated ability to work in a fast-paced environment, with availability to work Monday to Friday, 9am to 6pm ET. Previous experience working with global teams and customers is an advantage.
• Experience supporting Premium customers in a dedicated point-of-contact capacity, including proactive and consultative support - an advantage.
• Experience using tools such as Zendesk, Slack, and Asana - an advantage.
• Plus: Bilingual in Spanish, with the ability to support and engage customers in both English and Spanish.