Senior Technical Support Specialist (NYC)

Hibob; New York (NY); Híbrido; USD 75.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

401(k) with company match

Employee referral bonus

Medical, dental, and vision coverage

Wellness stipend

Headspace membership

Hybrid work model

Paid time off

Birthday off

Descripción de la vacante

HiBob is hiring in New York City for a customer-focused SaaS support role. The successful candidate will provide technical guidance through written and Zoom interactions, own escalations, and collaborate with Engineering on complex issues.

The position emphasizes proactive problem-solving and clear communication with premium customers. The role requires 5+ years of SaaS technical support, HR technology knowledge, and experience with third-party integrations and public APIs.

Formación

• 5+ years of SaaS technical support experience with HR tech knowledge.
• Excellent English written and verbal communication skills.
• Ability to clearly communicate complex concepts to customers and internal teams.
• Demonstrated ownership of customer escalations and sensitive situations.
• Experience troubleshooting third-party integrations (SSO, IAM, ATS, payroll) and public APIs.

Responsabilidades

• Provide technical solutions and consultative guidance to customers via written channels and Zoom.
• Lead troubleshooting and root-cause analysis for complex issues.
• Own communication in escalated cases with clear, empathetic updates.
• Lead escalations and collaborate with Engineering and other teams.
• Troubleshoot third-party integrations and Bob APIs for customers.

Conocimientos

SaaS support

Excellent English

Ownership of escalations

Cross-team communication

Troubleshooting APIs

Herramientas

Zendesk

Slack

Asana

Descripción del empleo

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 beingyou. 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?

• 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 $75,000 - $95,000 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.

Job Requirements

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.

Job Benefits

At HiBob, our people are at the heart of everything we do. We’re building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we’ve created an environment where people can be themselves, grow quickly, and make a real impact.

Ownership & Financial

• Equity in a global, high-growth HR tech SaaS leader
• 401(k) with a 3% company match effective the month following your start date
• $2,500 employee referral bonus

Health & Wellbeing

• Medical, dental, and vision coverage from day one
• $1,920 annual wellness stipendto support your physical and mental wellbeing
• Annual Headspace membershipand expanded wellness benefits

Workplace Flexibility

• Hybrid working modelfor Bobbers in the NY metro area
• Temporary work from anywhere for up to 2 months per year(after 6 months)

Work-Life Balance

• Generous paid time off and company holidays to rest, recharge, and enjoy
• Bob Balance Days–4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter
• Your birthday off— plus a special gift from us

Work From Home

• Home office allowanceto set up your ideal workspace

Community & Culture

• Two paid Social Impact dayseach year to give back to causes you care about
• Frequent team and company social events, both in-person and virtual

Join HiBob and be part of a dynamic, people-centric organization where your impact will shape the future of work.