Senior Technical Support Specialist (NYC)

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

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.

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.