Senior Technical Support Specialist (NYC)
HiBob · New York, United States · 4 wk ago
HybridInformation Technology$66k–$80k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually we need headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can have About the role heading with a paragraph summarizing role and company.
Responsibilities: bullet list of duties from "What will you do?" and the bullet points.
Requirements: bullet list from "Job Requirements". Also note about location? Might be separate but could be under Requirements? It's not a requirement but a note. Could be under "About the role" or separate note. But we can include location note in a paragraph under About the role or maybe under Responsibilities? Better to put under About the role as a note.
Qualifications: maybe not separate; we can skip if no distinct content. Skills: maybe not separate; we can skip.
Benefits: bullet list from "Job Benefits".
Pay: base salary range.
Schedule: hybrid working model details.
Let's gather details.
About Us paragraph: "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."
That's a bit repetitive but we keep.
Responsibilities bullet list:
- 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.
Also note about location: "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!" This could be placed under About the role or maybe under Schedule. We'll put under About the role as a note.
Requirements bullet list (from Job 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 - 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.
Benefits bullet list:
- 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 stipend to support your physical and mental wellbeing
- Annual Headspace membership and expanded wellness benefits
- Workplace Flexibility
- Hybrid working model for 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 allowance to set up your ideal workspace
- Community & Culture
- 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
Pay: "Base salaries for this role range from $66,000 - $80,000 per year."
Schedule: Could be derived from benefits: Hybrid working model, temporary work from anywhere, note about 2 days a week in NYC office, availability Monday-Friday 9am-6pm ET. We'll create a Schedule section with those details.
We must not repeat job title as heading. No Job ID.
Now produce HTML:
for each section heading. Only include sections where posting has real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, no invented summary. Remove boilerplate, navigation, legal, EEO, duplicated lines, application instructions. Also remove note about location? The note about location is part of job description; we can keep as part of responsibilities or maybe as a paragraph. It's not a heading. Should we include location in a paragraph? It's substantive. We'll include in a
maybe under Responsibilities or a separate "About the role"? The instruction: "Prefer a few substantive sections over many thin ones." So we can combine. We need sections: About the role (maybe summary), Responsibilities (list of duties), Requirements (list), Benefits (list), Pay (salary range), Schedule (maybe hybrid working model). Also maybe Qualifications and Skills but they may overlap with Requirements. The posting has "Job Requirements" section with bullet list of requirements. Also "Job Benefits". Also base salary range. Also schedule: hybrid working model for NY metro area, temporary work from anywhere up to 2 months per year after 6 months, etc. Also note about working in NYC office 2 days a week. So schedule section can include that. We must not create sections with filler like "commensurate with experience". We have actual content. We need to output only HTML fragment, no /, no markdown fences. Let's extract content. About Us: description of company. Could be placed under "About the role"? Actually "About Us" is company overview. Could be a short paragraph under a heading like "About the role" or maybe we can have a section "About the role" containing that overview plus what you will do? The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can have About the role heading with a paragraph summarizing role and company.
Responsibilities: bullet list of duties from "What will you do?" and the bullet points.
Requirements: bullet list from "Job Requirements". Also note about location? Might be separate but could be under Requirements? It's not a requirement but a note. Could be under "About the role" or separate note. But we can include location note in a paragraph under About the role or maybe under Responsibilities? Better to put under About the role as a note.
Qualifications: maybe not separate; we can skip if no distinct content. Skills: maybe not separate; we can skip.
Benefits: bullet list from "Job Benefits".
Pay: base salary range.
Schedule: hybrid working model details.
Let's gather details.
About Us paragraph: "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."
That's a bit repetitive but we keep.
Responsibilities bullet list:
- 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.
Also note about location: "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!" This could be placed under About the role or maybe under Schedule. We'll put under About the role as a note.
Requirements bullet list (from Job 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 - 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.
Benefits bullet list:
- 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 stipend to support your physical and mental wellbeing
- Annual Headspace membership and expanded wellness benefits
- Workplace Flexibility
- Hybrid working model for 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 allowance to set up your ideal workspace
- Community & Culture
- 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
Pay: "Base salaries for this role range from $66,000 - $80,000 per year."
Schedule: Could be derived from benefits: Hybrid working model, temporary work from anywhere, note about 2 days a week in NYC office, availability Monday-Friday 9am-6pm ET. We'll create a Schedule section with those details.
We must not repeat job title as heading. No Job ID.
Now produce HTML:
About the role
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.
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!
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 - 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