Job Summary

Hulu is seeking a highly motivated and customer-focused Technical Support Specialist to join our dynamic SaaS support team. In this role, you will serve as a critical point of contact for our clients, providing prompt, effective, and professional technical assistance. You will troubleshoot, resolve, and escalate complex technical issues related to Hulus streaming services and software platforms, ensuring a seamless and high-quality experience for our users. This position offers a fixed weekend off (Saturday and Sunday), promoting work-life balance while contributing to a fast-growing, innovative company.

Key Responsibilities

• Provide exceptional technical support to clients via email, chat, and phone, ensuring timely resolution of inquiries and issues.

• Diagnose, troubleshoot, and resolve software, hardware, and network-related problems affecting Hulus SaaS products.

• Document technical issues, solutions, and escalation steps in the support ticketing system accurately.

• Collaborate closely with engineering, product, and QA teams to identify trends and proactively prevent recurring technical issues.

• Conduct product demos, tutorials, and troubleshooting guides for customers as needed.

• Escalate complex technical issues to the appropriate internal teams while maintaining communication with the customer.

• Continuously update knowledge of Hulus SaaS offerings, new features, and best practices.

• Maintain a professional, empathetic, and helpful attitude in all customer interactions.

Required Skills and Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field (or equivalent practical experience).

• Proven experience in technical support, customer support, or IT troubleshooting roles, preferably in a SaaS environment.

• Strong understanding of software platforms, cloud services, and networking concepts.

• Excellent verbal and written communication skills in English.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Familiarity with support ticketing systems and remote troubleshooting tools.

• Strong analytical and problem-solving skills with attention to detail.

Experience

• Minimum 2 years of technical support experience in a SaaS, streaming, or technology-focused company.

• Hands-on experience with troubleshooting software, network, and cloud-based applications.

• Experience collaborating with cross-functional teams to resolve complex issues.

Working Hours

• Full-time position, Monday to Friday

• Fixed off: Saturday and Sunday

• Occasional flexibility may be required for critical system updates or client needs.

Knowledge, Skills, and Abilities (KSAs)

• Solid understanding of SaaS architecture and cloud-based solutions.

• Ability to quickly learn and adapt to new software tools and platforms.

• Exceptional customer service skills with patience and empathy.

• Strong multitasking ability under pressure without compromising quality.

• Analytical mindset with the capability to identify root causes and implement solutions efficiently.

• Team-oriented mindset with the ability to collaborate across departments.

Benefits

• Competitive salary with performance-based incentives.

• Health, dental, and vision insurance coverage.

• Paid time off and flexible leave policies.

• Opportunities for professional growth and career advancement.

• Employee wellness programs and streaming perks.

• Supportive work environment with work-life balance (weekends off).

Why Join Hulu?

At Hulu, we are redefining entertainment by providing exceptional streaming experiences to millions of users worldwide. Joining our team means being part of a forward-thinking, innovative company where your contributions make a real impact. We value diversity, creativity, and collaboration, and we provide a culture where your voice is heard and your growth is encouraged.

How to Apply

Interested candidates should submit their resume and a brief cover letter highlighting relevant experience to us or apply through our official careers portal. Please include Technical Support Specialist – SaaS in the subject line.