Senior Technical Support Specialist

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.

Job requirements
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.

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.