Technical Support Engineer (SaaS)

Location: Madrid, Spain; hybrid work with at least three days per week in the office

Company

hirify.global develops SaaS solutions through the hirify.global HUB to improve transparency, efficiency, and responsible governance across global value chains.

What you will do

• Manage and evaluate customer inquiries through support portals and communication channels.
• Analyze technical issues, reproduce bugs, and investigate application behavior to identify solutions.
• Perform basic code analysis and troubleshooting in JavaScript, TypeScript, and Java environments.
• Coordinate issue resolution with Product, Engineering, Customer Success, and other stakeholders.
• Communicate issue status, findings, and next steps clearly and empathetically to customers.
• Improve troubleshooting documentation, knowledge-base articles, and support processes while escalating complex issues when needed.

Requirements

• 1–3 years of experience in Technical Support, Application Support, SaaS Support, or a similar customer-facing technical role.
• Experience working in a SaaS environment with strong troubleshooting, analytical, and issue-investigation skills.
• Good knowledge of JavaScript and TypeScript, with a basic understanding of Java, frontend technologies, and application behavior.
• Fluent English in written and spoken communication.
• Strong customer communication, empathy, conflict-resolution, ownership, and prioritization skills.
• Ability to explain technical concepts clearly to technical and non-technical audiences.

Nice to have

• Experience with Jira Service Management, FreshDesk, Azure DevOps, or similar ticketing platforms.
• Knowledge of additional languages.

Culture & Benefits

• Collaborative environment focused on continuous improvement, proactive communication, ownership, and teamwork.
• Flexible hybrid work model supporting productivity and team collaboration.
• Professional and personal growth opportunities in an international environment.
• Team events, knowledge-sharing sessions, and collaborative workspaces in Madrid and beyond.

Hiring process

• Initial Talent Acquisition review of LinkedIn candidates.