Senior Application Support Engineer (SaaS)

Location: Melbourne, Victoria, Australia | Global Support

Company

hirify.global provides an enterprise Conversational Cloud platform that uses conversational AI, analytics, and safety tools to support customer interactions.

What you will do

• Own complex, high-severity customer issues as the senior technical escalation point.
• Manage assigned cases end to end and drive resolution within defined SLAs.
• Bridge communication between customers, Product Management, R&D, and business units.
• Investigate recurring issues with Product Development and define requirements for troubleshooting tools and methods.
• Mentor and educate the wider support team to improve knowledge and reduce case-processing time.
• Participate in an on-call rotation for high-severity incidents.

Requirements

• 3+ years of experience as a Tier 3/4 Support Engineer for SaaS products or in an equivalent customer-facing technical role.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Mathematics, or a related technical field.
• Experience supporting enterprise customers through calls and email, including technical bridges during critical situations.
• Strong knowledge of web technologies, network and web protocols, security, authorization, and backend troubleshooting.
• Experience reading JavaScript or HTML code, debugging, and writing SQL or similar queries.
• Experience with cloud infrastructure, database analysis, monitoring tools such as Grafana or Graphite, and logging systems such as Kibana or Splunk.

Culture & Benefits

• Inclusive workplace committed to diversity and equal opportunity under Australian law.
• Support for reasonable adjustments during the application and hiring process.
• Opportunity to work across global support, product, engineering, and business teams.
• Participation in an on-call rotation for critical customer issues.