Provides advanced technical support for SaaS customers, investigating complex issues, troubleshooting integrations and APIs, managing escalations, and delivering consultative guidance. The role partners with Engineering and internal technical teams, supports Premium customers, mentors teammates, improves processes, creates help content, and manages multiple queues while meeting customer and team KPIs.

Configure, implement, and launch US Payroll and Benefits Administration solutions for HiBob clients. Manage customer onboarding, integrations, training, issue resolution, payroll reconciliations, and go-live deadlines. Serve as a trusted advisor, identify payroll anomalies, coordinate with product and development teams, and manage multiple customers and competing priorities while delivering a high-quality customer experience.

Provide first-line technical and payroll support to SaaS customers, resolving tax, reconciliation, benefits, compliance, and system issues. Investigate and escalate complex cases, communicate progress clearly, educate customers on platform adoption, maintain support content, run managed-service payrolls, and meet individual and team KPIs. The role requires extensive multi-state US payroll expertise, accurate reconciliations, knowledge of legislation, strong communication, and the ability to work EST from an authorized state.