Senior Customer Support Engineer (SaaS)

Location: Remote, Australia

Company

hirify.global develops and supports a product suite used by customers and partners in a SaaS environment.

What you will do

• Manage customer and partner communication needed to resolve support tickets.
• Assess whether tickets are feature requests or product bugs and resolve them within contractual SLA limits.
• Replicate bugs, coordinate ticket escalations, and track progress with relevant stakeholders.
• Document communications and actions in Zendesk and contribute frequently asked questions to the knowledge base.
• Participate in hirify.global community discussions and mentor junior support engineers.

Requirements

• 3–5 years of experience in a customer-facing role, ideally in a SaaS environment.
• Hands-on experience with Linux and relational and non-relational data sources, including MySQL and PostgreSQL.
• Experience troubleshooting web-based applications and working with Java and REST APIs.
• Strong knowledge of SSL, SSO, and LDAP certificates, plus experience collaborating with software developers.
• Experience with big data technologies such as Kubernetes, Spark, and Hadoop.
• Bachelor’s degree in Computer Science or a related field, or equivalent experience; demonstrated proficiency using AI tools such as Claude, Gemini, ChatGPT, or Copilot.

Culture & Benefits

• Customer-focused, collaborative support environment with close coordination across teams.
• Flexible benefits designed to support different needs, interests, and life circumstances.
• Competitive compensation, health coverage, and time off.
• Inclusive workplace focused on belonging and equal opportunity.