Senior Technical Support Specialist (NYC)
Socket.dev
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Benefits offered by this job
Job summary
HiBob is hiring a Senior Technical Support Specialist to act as a trusted technical expert for customers and internal teams. You will lead investigations of complex product issues, provide clear guidance, and manage escalations with empathy.
Strong technical knowledge and customer ownership are essential as you support Premium clients and partner with Engineering. Join a team that values collaboration, proactive problem solving, and clear communication across time zones, with a NYC hybrid work
Qualifications
- 5+ years of SaaS technical support experience.
- Excellent English written and verbal communication skills.
- Ability to communicate complex concepts clearly.
- Ownership of escalations with empathy and accountability.
- Experience troubleshooting third-party integrations and APIs.
- Proactive, consultative support for Premium customers an advantage.
- Availability to work Monday to Friday, 9am–6pm ET.
Responsibilities
- Provide technical solutions via written channels and Zoom meetings.
- Lead thorough troubleshooting and root-cause analysis.
- Own communications on escalated or sensitive cases.
- Coordinate with Engineering and other teams on escalations.
- Troubleshoot integrations including SSO, IAM, ATS, payroll, APIs.
- Guide Premium customers with proactive, consultative support.
- Balance multiple priorities across queues and time zones.
- Create Help Center content to support customers and teams.
- Suggest internal process improvements and lead initiatives.
- Hit weekly/monthly KPIs and contribute to team KPIs.
Skills
Tools
Job description
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.
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.
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.
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.
- 5+ years of SaaS technical support experience, strong HR technology knowledge, and extensive 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.
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.
Joining HiBob means working alongside exceptional people while being supported with competitive compensation, comprehensive benefits, and pre-IPO equity, including the perks below.
- 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
- Medical, dental, and vision coverage from day one
- $1,920 annual wellness stipend to support your physical and mental wellbeing
- Annual Headspace membership and expanded wellness benefits
- Hybrid working model for Bobbers in the NY metro area
- Temporary work from anywhere for up to 2 months per year(after 6 months)
- 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
- Home office allowance to set up your ideal workspace
- Two paid Social Impact days each 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.
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