Technical Support Engineer (SaaS)

Location: Remote in Canada; working hours must align with the Central or Mountain time zone. Rotating weekend support coverage is required.

Starting salary: $70,000 USD annually, or equivalent in local currency, depending on experience and subject to market rate adjustment.

Company

hirify.global provides a SaaS platform that helps more than 9,000 companies send automated email, push notification, in-app message, and SMS communications using real-time behavioral data.

What you will do

• Triage customer support tickets and communicate with customers through email and live chat.
• Help new and existing customers configure and use the platform effectively.
• Diagnose complex technical issues and explain solutions clearly in writing and verbally.
• Improve support processes and workflows using Zendesk, Linear, Zapier, Notion, Slack, and related tools.
• Collaborate regularly with Product and Customer Success teams to advocate for product improvements.
• Provide rotating weekend support coverage.

Requirements

• Must be located in Canada.
• Working hours must align with Central or Mountain time.
• Experience in technical support and/or a customer-facing role.
• Comfort providing support through live channels, including email and chat.
• Understanding of basic programming concepts such as APIs, variables, conditional statements, and loops.
• Excellent written and verbal communication, a self-starting attitude, and the ability to work in a fast-paced team environment.

Nice to have

• Knowledge of JavaScript.
• Previous experience at a SaaS company or with technical platforms.
• Experience in marketing automation, email marketing, or business communication tools.

Culture & Benefits

• Remote work with stipends for remote-work expenses and wellness.
• Medical, dental, vision, mental health, and supplemental insurance premiums fully covered for employees and families.
• Sixteen weeks of paid parental leave and unlimited paid time off.
• Professional development budget and opportunities to move into Engineering, Product, or Customer Success.
• Inclusive culture focused on empathy, transparency, responsibility, and equitable hiring practices.

Hiring process

• 30-minute recruiter video interview followed by a 45-minute hiring manager video call.
• Take-home assignment followed by a 60-minute video discussion with potential teammates.
• Final 30-minute video call with senior leadership; background check and employment verification are required for final candidates.