Technical Support Specialist

About hireworks

hireworks is building a community of top talent in Bulgaria and unlocking unparalleled access to positions at leading U.S. based companies. As your employer, hireworks will ensure you have a seamless interview, onboarding and employee experience - providing ongoing support and resources along the way. Established in 2023, hireworks is forging corp to corp relationships with leading U.S. based organizations looking to grow their teams with best in class talent out of Bulgaria. Working with hireworks means unlocking access to a network of local peers and mentors and career opportunities through our client network.

About The Client

The client is the revenue automation platform that makes quote-to-cash easy - no matter how you price. We streamline quoting, billing, and subscription management for modern B2B SaaS companies. Their customers range from seed-stage startups to companies approaching $100M ARR.

They are a small, fully remote, and proven team with multiple "best places to work" awards to our credit. They have strong backing from First Round Capital, and recently raised our Series A. The last company they started, Second Measure, scaled to 70+ people and tens of millions in revenue, and was ultimately acquired by Bloomberg in a landmark deal.

About the Position

Were looking for a new addition to our Support team. As a highly capable, quick-thinking Technical Support Specialist, you will manage and respond to the increasing volume of support requests from our valued clients. You will be the first line of defense for queue management, troubleshooting, ticket creation, and issue resolution ensuring our clients get the best possible experience with the client.

You will collaborate cross-functionally with Customer Success, Sales, Engineering, and Product to resolve technical issues and identify recurring trends. Youll be the go-to person for resolving challenges that dont require engineering-level intervention but are crucial for our clients success.

This role is perfect for someone with a sense of customer empathy, experience in early-stage companies, who excels in ambiguity, and who holds the voice of the customer both internally and externally.

If you thrive in high-stakes, fast-paced environments, love solving problems, and are obsessed with providing clients with a world-class experience, we want to hear from you!

What Youll Do

• Own ticket triage & prioritization, identifying the root cause of issues and escalating appropriately.

• Resolve complex support issues from clients via email and Slack, ensuring fast, clear, and accurate responses

• Educate and empower clients, proactively guiding them on best practices for using the client's

• Troubleshoot (technical) issues related to quoting, eSign, invoicing, integrations (e.g., HubSpot, Salesforce, Stripe, etc.)

• Provide feedback through product and customer operation channels so that we can continuously improve customer experience

About You

• You have excellent written and verbal communication skills in English

• You have 2-5 years in a technical support role, preferably in a SaaS or fintech environment

• You have exceptional problem-solving skillsyoure resourceful, detail-oriented, and able to think on your feet

• Youre a thoughtful and clear communicator with the ability to break down complex topics into succinct, client-friendly explanations

• You have the ability to manage high ticket volume while maintaining high-quality responses

• You have experience working with ticketing systems (HubSpot, Intercom, or similar)

• You have the ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time. Experience working in a fast-paced startup or technical environment preferred

Benefits:

hireworks is cultivating a growing community of top talent across Colombia. In addition to unlocking access to positions at top tier U.S. based companies, we offer a variety of benefits to enhance your experience:

• Competitive Pay - compensation that reflects your experience and accomplishments

• Remote Flexibility - work from anywhere in Colombia

• Paid Time Off - ample vacation days to rest and recharge

• Public Holidays - all Colombian federal holidays are fully paid days off