Senior Support Engineer (SaaS)

Location: Remote from Sofia, Bulgaria; support coverage for the EMEA region with flexible hours, shift work, weekends, holidays, and on-call availability for high-severity incidents.

Company

hirify.global provides Conversational Cloud, an enterprise conversational AI platform used by global brands to connect with consumers.

What you will do

• Serve as the senior technical focal point for customer issues in the EMEA region.
• Troubleshoot and resolve complex application and platform issues for enterprise customers.
• Own escalated technical problems and coordinate technical bridges with customers and internal stakeholders.
• Partner with Product Management, Engineering/R&D, and business units to improve support solutions and tools.
• Act as the customer voice by identifying recurring issues and contributing feedback to development and service teams.
• Mentor support engineers, develop subject-matter expertise, and lead internal support projects.

Requirements

• Excellent written and verbal English communication skills with a service-oriented approach.
• At least 4 years of experience as a Senior Support Engineer, Tier 3/4 Support Engineer, or in an equivalent customer-facing role.
• Experience supporting enterprise customers and providing hands-on application support in a SaaS, web, or cloud environment.
• Knowledge of web technologies, networking, APIs, SDKs, HTML, CSS, JavaScript, and SQL.
• Experience with troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk.
• Willingness to work on-call, flexible hours, weekends, holidays, and shifts when required for crisis management.

Nice to have

• Bachelor’s or academic degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related field.
• Experience supporting Fortune 500 organizations.

Culture & Benefits

• Remote-friendly work environment with an inclusive and collaborative culture.
• Medical, dental, and vision coverage.
• 28 vacation days.
• Tuition reimbursement and access to internal professional development resources.
• Food vouchers.