Senior Technical Support Specialist (NYC)

Join HiBob, a rapidly growing HR technology company, as a Senior Technical Support Specialist. In this role, you will provide technical solutions and consultative guidance to customers, lead troubleshooting and investigation of complex issues, and act as a liaison between customers and internal technical teams. You will also manage sensitive and escalated situations with empathy and accountability. This position is based in New York City and requires in-office work three days a week.

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:

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.

Requirements

• 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.
• Plus: Bilingual in Spanish, with the ability to support and engage customers in both English and Spanish.

Preferred

• 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.