Platform Support Engineer (SaaS)

Location: Remote, United States. Candidates must have the legal right to work in the United States at the time of application. Working hours are Monday–Friday, 8 AM–8 PM EST, with on-call availability for Priority 1 escalations outside standard hours.

Company

hirify.global provides a SaaS platform for dynamic workforce orchestration, connecting people, technology, and real-time data to improve customer service operations.

What you will do

• Handle complex platform-level escalations and partner with Technical Experience, Sustaining Engineering, DevSecOps, and business teams to resolve high-impact cases.
• Perform root cause analysis using database investigation, log analysis, and platform diagnostics.
• Write, review, and execute approved SQL scripts under change-control and governance standards.
• Own the technical bug backlog in Salesforce, including triage, prioritization, maintenance, and reporting.
• Administer Grafana, Site24x7, ELK, and internal monitoring and alerting tools, including dashboards, alerts, and data-source onboarding.
• Develop runbooks, knowledge content, diagnostic tooling, and support improvements while mentoring Technical Support Engineers.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in technical product support, software development, or senior technical troubleshooting.
• 3+ years of senior or platform-level SaaS support experience, Microsoft SQL Server, and production or near-production SQL scripting.
• Deep understanding of service-oriented architecture and experience with monitoring, alerting, and log aggregation are required.
• Experience with Fiddler, Wireshark, DebugView, Process Monitor, Salesforce or comparable CRM systems, and Windows administration.
• Strong analytical, problem-solving, communication, prioritization, and independent decision-making skills in complex technical environments.

Nice to have

• Experience with call center technology, software, or workforce management platforms.
• ITIL Foundation certification.
• Familiarity with production database change-control and governance standards.

Culture & Benefits

• People-first culture based on trust, respect, flexibility, and collaboration.
• Practical, customer-focused approach to solving operational problems.
• Opportunities to contribute to community-focused causes.
• Human-led hiring decisions with interview transcription used only for note-taking.