Technical Support Engineer (SaaS)

Location: Los Angeles, California; Austin, Texas; New York City, New York; or Chicago, Illinois. Workplace: Hybrid, with a requirement to work in the office 3 days per week.

Company

hirify.global provides an Accounting Transformation Platform and integrations for accounting, audit, compliance, financial reporting, and IT processes.

What you will do

• Own and prioritize customer support cases, communicating solutions through email and screen sharing.
• Troubleshoot error messages and unexpected product behavior, identify root causes, and deliver technical resolutions.
• Perform backend configuration tasks, including data transformations, uploads, and migrations.
• Handle L1, L2, and L3 cases while developing expertise in assigned product and subject-matter areas.
• Use admin tools, CRUD operations, session replay, log analysis, and developer tools for deep-dive troubleshooting.
• Contribute to knowledge-base content, cross-functional discussions, release feedback, defect prioritization, and special projects.

Requirements

• 2+ years of experience in Technical Support, IT, or a related technical field.
• Strong critical-thinking, troubleshooting, diagnostic, prioritization, and time-management skills.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Ability to work cross-functionally with Engineering, Product, and Customer Success teams.
• Experience with ticketing systems such as Zendesk, Salesforce, or JIRA.
• Ability to work from one of the listed U.S. office locations and in the office 3 days per week.

Nice to have

• Experience in B2B SaaS, fintech, enterprise software, cloud platforms, ERPs, or accounting and finance tools.
• Familiarity with SQL, API troubleshooting, data integration, session replay, or log analysis.
• Experience with AI-powered support tools, automation, or chatbot-driven ticket deflection.
• Relevant education in information systems, IT, business, finance, accounting, engineering, communications, or technical writing.
• Multilingual support experience, such as bilingual English-German support.

Culture & Benefits

• Culture centered on authenticity, integrity, growth, collaboration, and customer focus.
• Customer Support works closely with Product, Engineering, Education, and Customer Success.
• Equal-opportunity workplace committed to fair and unbiased recruitment.
• Visa sponsorship is not available at this time.