Technical Support Engineer Tier 3 (SaaS)

Location: London, UK; hybrid role requiring reasonable proximity to the London office and weekly in-person collaboration.

Company

hirify.global provides an AI-powered SaaS platform for revenue teams, combining agentic AI, conversation intelligence, and workflow automation.

What you will do

• Own Tier 3 escalations involving advanced troubleshooting, issue reproduction, log analysis, configurations, and multiple systems.
• Act as a subject matter expert in at least one product area and provide technical guidance across broader product functionality.
• Partner with Product Engineering on defect analysis, reproduction, root-cause investigation, and customer advocacy.
• Participate in the full incident response lifecycle, including detection, incident management, customer communication, and root-cause analysis.
• Improve support operations through documentation, knowledge base content, mentoring, enablement, and trend analysis.
• Use AI tools to accelerate troubleshooting, issue resolution, and support enablement.

Requirements

• 2–5 years of technical support or production-support experience in complex SaaS or enterprise software environments.
• Ability to independently investigate and resolve moderately complex issues across systems, logs, and configurations.
• Experience partnering with Engineering teams on defect analysis, reproduction, and root-cause investigation.
• Clear, proactive communication with internal and external stakeholders during troubleshooting and escalations.
• Experience with log analysis or observability tools such as ClickHouse, Grafana, Datadog, or Splunk.
• Must be based in reasonable proximity to the London office; the role is not eligible for contractors or work from other countries.

Nice to have

• Experience supporting Salesforce, Microsoft Dynamics, enterprise email systems, VoIP, or networking infrastructure.
• Experience with Freshdesk, Zendesk, JIRA, incident response, or AI tools such as Claude and Google Gemini.
• Working knowledge of SAML, OAuth, REST APIs, Postman, and networking fundamentals.

Culture & Benefits

• Full-time, permanent employment.
• Hybrid work with regular weekly in-person collaboration and company events.
• Inclusive workplace committed to diverse backgrounds, perspectives, and equal opportunity.
• Employment is contingent on successfully passing a background screening process.