Technical Support Engineer (SaaS)

Location: Remote from Poland, with availability during U.S. Eastern Time working hours from 8:00 AM to 4:00 PM ET, approximately 2:00 PM to 10:00 PM local Poland time.

Company

hirify.global develops an AI-native application security platform for securing open-source software, custom code, and AI-generated components.

What you will do

• Monitor the support queue and provide meaningful first responses within SLA and service standards.
• Debug SaaS application issues through log analysis, configuration review, API calls, and third-party integrations.
• Reproduce customer-reported issues in customer environments, including integrated products.
• Guide customers through solutions, conduct screen-sharing sessions, and escalate unresolved issues with complete technical details.
• Document requests, resolutions, and interactions in the ticketing system.
• Create knowledge base articles, collaborate on recurring issue improvements, and assist with user training.

Requirements

• At least 4 years of experience supporting SaaS or software products, including hands-on debugging of logs, configurations, APIs, and integrations.
• Experience with command-line tools using PowerShell or Bash.
• Practical experience diagnosing REST API issues with curl or Postman, including status codes, headers, and payloads.
• Strong analytical, problem-solving, communication, interpersonal, and customer-service skills.
• Based in Poland and available for U.S. Eastern Time working hours.

Nice to have

• Graduate degree.
• Knowledge of programming environments, Docker, Maven, Jenkins, and CI/CD servers.

Culture & Benefits

• Collaborative workplace built on respect, trust, and professional growth.
• Learning and development opportunities to expand technical skills.
• Exposure to application security, SaaS products, and AI-powered software development.
• Flexible remote work arrangement from Poland aligned with U.S. Eastern Time.