Technical Support Specialist

November 5

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Hive.co

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SaaS • eCommerce • Media

Hive. co is a comprehensive event marketing platform designed to help event promoters streamline their marketing strategies and enhance ticket sales. It integrates seamlessly with ticketing platforms to provide real-time event and ticket buyer data, allowing for targeted email and SMS campaigns. With features like CRM, automation, and detailed reporting, Hive. co enables event organizers to engage fans effectively, boost attendance, and optimize marketing efforts for festivals, music events, fairs, rodeos, and comedy shows. The platform simplifies data management and audience segmentation, making it a go-to solution for event promoters.

11 - 50 employees

Founded 2014

☁️ SaaS

🛍️ eCommerce

📱 Media

📋 Description

• Provide exceptional general & technical support to Hive’s customers • Respond with urgency and deliver rapid, accurate, and thoughtful answers to Customer queries. • Handle incoming support channels to troubleshoot moderate to advanced customer issues involving Hive’s APIs, integrations, and data workflows. • Support T1 & T2 on escalated tickets or as needed, joining customer calls for complex issues and troubleshooting • Review logs, payloads, and error responses to identify root causes before escalating to Engineering. • Validate and document bugs and work closely with Product. • Proactively monitor escalations and recurring issue types to identify product gaps or training needs. • Track and follow up on outstanding issues, keeping stakeholders informed of their status • Act as the primary liaison for complex technical issues, ensuring accurate handoffs and clear communication. • Build relationships with product and engineering that leads to time efficient resolutions and feedback loops. • Participate in incident reviews, release validation, and post-mortems to improve long-term stability. • Help CSMs and Sales navigate technical blockers during sales, onboarding, renewals, or integrations. • Build internal tools, scripts, or documentation to streamline troubleshooting and diagnostics. • Coach Product Support Specialists on debugging frameworks and technical best practices. • Maintain and improve technical documentation and solutions docs for recurring or high-impact issues.

🎯 Requirements

• 3+ years of experience in SaaS technical support, support engineering, or a similar role. • Demonstrated ability to communicate with customers in a professional, empathetic, and solutions-oriented manner. Skilled at maintaining a positive tone and effectively navigating customer conversations. • Strong understanding of web technologies — APIs, webhooks, HTTP, and JSON. • Ability to analyze and interpret application logs and data payloads. • Familiarity with relational databases (SQL) and data troubleshooting concepts. • Experience working cross-functionally with Product and Engineering teams. • Excellent communication skills — you can translate technical findings into clear business language.

🏖️ Benefits

• Meaningful salary: you’re rewarded based on impact • Work fully remotely in Canada: where you are most productive whether that be from your house, or elsewhere. We just ask that you have the legal work authorization in Canada. • Flexible work hours: customize your schedule as long as it’s not disruptive to your role, team, and Hive • Health + Insurance: Comprehensive health and dental coverage with a parental leave top-up program • Unlimited vacation/PTO policy: so you can be happy and healthy!