Technical Product Support Engineer

Location: Sydney, New South Wales, Australia; hybrid, with at least 3 days per week in the Sydney office

Company

hirify.global builds workplace technology for mobile and frontline workers, including a workplace super-app that brings people and relevant information together.

What you will do

• Own technical escalations from first-line support through resolution while maintaining customer communication and SLA progress.
• Assess incident severity, coordinate live incident communications, and keep Support, Customer Success, and internal stakeholders aligned.
• Reproduce intermittent issues across devices, platforms, and customer configurations using logs, monitoring, databases, API traffic, and observability tools.
• Investigate and resolve integration, authentication, provisioning, HR sync, webhook, and third-party API failures.
• Partner with engineering by providing reproduction steps, evidence, hypotheses, actionable bug reports, and fix verification.
• Build diagnostic tooling, scripts, dashboards, runbooks, documentation, and monitoring improvements that reduce recurring escalations.

Requirements

• Ability to work from the Sydney office at least 3 days per week.
• Experience in technical escalation, application support, escalation engineering, or technical support engineering in a SaaS environment, or a background in software engineering, DevOps, or senior technical support.
• Comfort working in terminals, logs, databases, APIs, monitoring, and observability tooling; ability to write SQL and interpret API requests and responses.
• Understanding of modern web and mobile applications, including APIs, authentication, integrations, and background jobs.
• Structured problem-solving under pressure, clear technical and customer-facing writing, sound prioritisation, and strong customer focus.

Nice to have

• Professional coding experience and the ability to read code to form debugging hypotheses.
• Experience debugging mobile apps, push notifications, offline sync, SSO, SAML, SCIM, or HR system integrations.
• Cloud infrastructure, observability, on-call, and post-incident review experience.
• Experience using AI tools for investigation, ticket summarisation, or documentation search.
• French, German, or Spanish language skills.

Culture & Benefits

• Purpose-driven work supporting frontline and mobile workers.
• Collaborative environment with knowledge sharing, healthy debate, and close cross-functional teamwork.
• Competitive salary and generous equity allocations.
• 25 days of annual leave plus public holidays.
• Equipment, private healthcare stipend, and social events.