Senior Technical Support Specialist (NYC)

HiBob•,

2d•$66,000 - $80,000•Hybrid

About The Position

HiBob is seeking a Senior Technical Support Specialist to join their growing Customer Experience team. This role serves as a trusted technical expert for HiBob customers and internal teams, focusing on investigating and resolving complex product and service issues. The specialist will provide clear, consultative guidance, act as a liaison between customers and internal technical teams, and manage sensitive, escalated situations with empathy and accountability to ensure a consistent customer experience. The position requires a hybrid work model, with candidates expected to work in the NYC office two days a week.

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.
Located in the New York Metro Area
Willing to work in the NYC office 2 days a week

Nice To Haves

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
Previous experience working with global teams and customers
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

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.

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 your physical and mental wellbeing
Annual Headspace membership and expanded wellness benefits
Hybrid working model for Bobbers in the NY metro area
Temporary work from anywhere for up to 2 months per year (after 6 months)
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
Home office allowance to set up your ideal workspace
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