Technical Support Engineer (SaaS)

Location: Hybrid role based at the Manchester office near Manchester Airport, with attendance required for a maximum of one day per week

Company

hirify.global provides enterprise software that unifies and contextualizes knowledge, content, and data for customer experience, employee productivity, and regulatory compliance.

What you will do

• Provide technical support and customer service to customers and partners.
• Manage and prioritize support requests while meeting established SLAs.
• Troubleshoot, diagnose, reproduce, and resolve platform-related issues.
• Monitor platform health, perform root cause analysis, and help prevent customer-impacting incidents.
• Own escalated issues and coordinate resolutions with Cloud, Operations, Product, and other internal teams.
• Document investigations and resolutions, contribute to knowledge sharing, and participate in an after-hours on-call rotation.

Requirements

• At least 4 years of experience in Technical Support, Application Support, or Systems Support.
• Strong analytical, troubleshooting, problem-solving, organizational, and communication skills.
• Experience working in SLA-driven support environments and managing competing priorities.
• Ability to work independently, learn new technologies quickly, and collaborate effectively with customers and internal teams.
• Bachelor’s degree preferred.
• Ability to attend the Manchester office for up to one day per week is required.

Nice to have

• Experience with CRM and support ticketing systems such as Freshdesk.
• Knowledge of fax technology, cloud fax solutions, or telephony services.
• Understanding of networking concepts including TCP/IP, DNS, firewalls, routers, and connectivity troubleshooting.
• Experience supporting Microsoft Windows operating systems and server environments.
• Familiarity with cloud platforms, SaaS applications, APIs, integrations, or web services.

Culture & Benefits

• Collaborative environment focused on delivering value for customers.
• Remote work is supported within the hybrid arrangement.
• Opportunity to contribute to support process improvements and customer satisfaction.
• Direct collaboration with Cloud, Operations, Product, customers, and partners.