Technical Support Engineer (B2B SaaS)

Location: Remote within the United States; preference for in-person candidates in San Francisco. Online and active by 7am PT is expected. Company-sponsored visits to the San Francisco HQ occur at least every other month.

Salary: $100K–$160K per year, plus equity, bonus, and sign-on bonus.

Company

hirify.global is a construction-focused B2B SaaS company building the hirify.global Platform and scaling after a $15M Series A.

What you will do

• Own the support queue, triage incoming cases, and drive customer issues through resolution.
• Diagnose integration issues using logs, error messages, JSON payloads, configurations, and data mappings.
• Communicate with customers through email, in-app chat, and Zoom to clarify problems and provide solutions.
• Improve customer-facing documentation, FAQs, videos, playbooks, and support resources.
• Work with Product, Engineering, Solutions Engineers, and CSEs to identify patterns, prioritize fixes, and improve onboarding flows.
• Define and improve support processes, SLAs, metrics, tooling, and strategic workflows.

Requirements

• 2–8 years of professional experience, ideally in B2B SaaS.
• At least 2 years in a customer-facing support, CSM, solutions, or implementation role handling nuanced, non-scripted issues.
• Experience owning a ticket or case queue and driving cases to resolution.
• Ability to understand APIs, JSON data formats, logs, configurations, and basic database concepts.
• Clear written and verbal communication, structured problem-solving, process orientation, and comfort with ambiguity.
• Availability aligned with North American customers, including activity from 7am PT.

Nice to have

• Experience supporting technical products involving integrations, data pipelines, or accounting.
• Familiarity with basic SQL queries.
• Exposure to construction, accounting, or ERP systems.
• Construction industry experience.

Culture & Benefits

• Remote work is available for candidates in any region of the United States, with a preference for in-person collaboration.
• 90% healthcare cost coverage with several plan options.
• 401(k) match of 100% of contributions up to 4% of annual salary.
• Annual performance bonuses, equity, sign-on bonus, and relocation support for candidates outside the Bay Area.
• Visa sponsorship is available, including H1B and TN visas.
• Breakfast and dinner stipends, stocked kitchen, on-site gym, and commuter benefits.

Hiring process

• Introductory conversation, writing exercise, and experience interview.
• Take-home case study involving multiple customer issues and time-sensitive support scenarios.
• Five one-to-one on-site interviews in San Francisco; the company pays for the trip.