Senior Technical Support Specialist

About the role

As a Senior Technical Support Specialist on the Customer Experience team, 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.

Responsibilities

• 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.

Requirements

• 5+ years of SaaS technical support experience.
• Strong HR technology knowledge.
• Extensive experience resolving pod-specific challenges through proactive problem-solving.
• Excellent English written and verbal communication skills.
• 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.
• 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.

Preferred qualifications

• Experience troubleshooting third-party integrations such as SSO, IAM, ATS, payroll, and public APIs.
• Experience delivering proactive, consultative support for strategic or Premium customers.
• Advanced troubleshooting expertise within an assigned pod, including strong technical knowledge of the Core product and pod strategy.
• Experience supporting Premium customers in a dedicated point-of-contact capacity, including proactive and consultative support.
• Experience using tools such as Zendesk, Slack, and Asana.
• Bilingual in Spanish, with the ability to support and engage customers in both English and Spanish.

Pay

Base salaries for this role range from $66,000 – $80,000 per year.

Schedule

Hybrid: NYC office at least 2 days per week; Monday–Friday, 9:00 AM–6:00 PM ET.

Benefits

• 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 physical and mental wellbeing.
• Annual Headspace membership and expanded wellness benefits.
• Temporary work from anywhere for up to 2 months per year (after 6 months).
• Generous paid time off and company holidays.
• Bob Balance Days – 4 additional days within a calendar year.
• Your birthday off plus a special gift.
• Home office allowance to set up your ideal workspace.
• Two paid Social Impact days each year.
• Frequent team and company social events, both in-person and virtual.