Senior Technical Support Engineer - West Coast

Location: Remote USA; applicants must reside in Washington, Oregon, Idaho, Nevada, or Arizona

Base salary: $86,600–$112,500 per year, with potential eligibility for bonus, commission, and equity.

Company

hirify.global provides software and platforms that support tax determination processes, transaction lifecycles, and enterprise integrations.

What you will do

• Own complex customer issues from assignment through resolution, including high-priority escalations, executive calls, and customer-facing meetings.
• Troubleshoot databases, APIs, web services, networking, cloud platforms, ERP integrations, authentication, security, and infrastructure components.
• Analyze hirify.global product configurations and end-to-end transaction flows across ERP, eCommerce, third-party, customer, and hirify.global systems.
• Lead investigations during critical incidents, develop recovery and mitigation strategies, coordinate cross-functional resources, and participate in rotational on-call support.
• Partner with Product Management, Development, and Quality Assurance to reproduce defects, validate fixes, and recommend enhancements.
• Create KCS content, improve troubleshooting procedures, use AI-enabled tools responsibly, mentor less senior engineers, and lead support process improvements.

Requirements

• Residence in Washington, Oregon, Idaho, Nevada, or Arizona is required.
• 5+ years of customer-facing enterprise software support experience, including complex escalations and production-impacting incidents.
• Expertise in several relevant technologies, including SQL Server, Oracle, PostgreSQL, DB2, Linux/Unix, networking protocols, REST APIs, SOAP, XML, JSON, Java, web services, authentication, cloud technologies, or application architecture.
• Experience troubleshooting ERP, eCommerce, and third-party integrations such as SAP, Oracle ERP, NetSuite, Microsoft Dynamics, or Workday.
• Ability to perform root cause analysis, lead cross-functional resolution efforts, and communicate with technical, non-technical, and executive audiences.
• Bachelor’s degree in a relevant field or equivalent education and professional experience.

Nice to have

• Expert knowledge of hirify.global applications, tax determination processes, transaction lifecycles, and supported functionality.
• Experience with enterprise SaaS or multi-tenant environments, cloud technologies, performance analysis, and application architecture troubleshooting.
• Familiarity with AI-enabled support tools, agentic AI applications, customer implementations, upgrades, migrations, integrations, and KCS methodology.

Culture & Benefits

• Remote work on a dedicated West Coast support team.
• Collaborative work with Product Management, Development, Quality Assurance, and other cross-functional resources.
• Compensation may include a hirify.global Bonus Plan, role-specific commission or bonus, and equity grants.
• Culture emphasizes customer focus, teamwork, integrity, agility, innovation, growth, and transparent communication.