Principal Technical Support Analyst (SaaS)

Location: Hybrid in New York City, United States. The role requires up to 10% business travel. Employees must be legally authorized to work in the United States; employment sponsorship is not provided. Hiring is currently unavailable in Quebec, Ontario, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.

Base salary: $144,000–$160,000 per year, plus a variable component.

Company

hirify.global provides a cloud-native SaaS platform for law firm financial, invoice, time, and data management, with embedded AI, predictive analytics, and integrated payments.

What you will do

• Lead and develop a high-performing Tier 2 technical support team.
• Own end-to-end resolution of complex incidents across cloud services, APIs, and customizations.
• Communicate with CIOs, CTOs, senior business leaders, and enterprise architects during escalations.
• Partner with Technical Product Management, Engineering, and Product to improve prioritization, triage, and resolution quality.
• Identify root causes and recurring incident patterns through problem management.
• Build playbooks and runbooks and help implement AI-powered triage and deflection.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
• At least 5 years of experience in SaaS technical support, operations, or escalations engineering.
• At least 2 years of experience managing technical support or incident-response teams.
• Strong troubleshooting experience across cloud platforms, APIs, and observability tools.
• Excellent communication skills and experience guiding customers through high-visibility incidents.
• Legal authorization to work in the United States; no employment sponsorship is available.

Culture & Benefits

• Flexible work model with hybrid options in corporate offices.
• Healthcare, dental, and vision coverage.
• Retirement savings plan with employer contribution.
• Professional development and tuition reimbursement.
• Parental leave, paid time off, wellness initiatives, and an employee assistance program.
• Employee discounts and a Calm premium subscription.