Senior Technical Support Engineer

Location: Remote from the United States

Company

hirify.global provides data-oriented SaaS solutions for Hybrid IT Asset Management and FinOps, helping organizations optimize technology costs, compliance, and risk across hybrid environments.

What you will do

• Lead complex technical investigations and resolve high-severity customer escalations in mission-critical production environments.
• Collaborate with Engineering, Product Management, Customer Success, Operations, and Support teams on issue resolution and defect investigations.
• Support distributed systems, SaaS platforms, cloud-native applications, and product integrations.
• Manage multiple complex cases, maintain accurate documentation, and perform effective follow-the-sun handoffs.
• Create and review technical documentation, deliver training, mentor teammates, and address knowledge gaps.
• Improve support workflows, tools, processes, and customer experience.

Requirements

• 5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles.
• Strong troubleshooting and root cause analysis skills.
• Experience with distributed systems, SaaS platforms, or cloud-native applications.
• Experience working with engineering teams during escalations and defect investigations.
• Experience with enterprise CRM and ticketing systems, including Salesforce and Freshdesk.
• Exceptional English verbal and written communication skills; the role is remote from the United States.

Nice to have

• Expertise with AWS, Azure, or Google Cloud Platform.
• Experience with Kubernetes, containers, infrastructure automation, or CI/CD.
• Networking, security, and systems administration experience.
• FinOps, cloud cost optimization, or cloud operations experience.
• Experience with Spot Ocean, Elastigroup, or similar cloud infrastructure platforms, plus relevant certifications.

Culture & Benefits

• Remote technical sessions and collaboration across Support, Engineering, Product, Customer Success, and Operations.
• Opportunities to develop subject-matter expertise and grow within the role.
• Participation in technical swarms, case reviews, internal enablement, and mentoring programs.
• Inclusive and equitable workplace committed to diversity and accessibility.