Technical Support Specialist

Location: Remote in the US Eastern timezone; Friday-Tuesday, 8A-5P. Candidates must be located in the US. Training runs for 4 weeks, Monday-Friday.

Salary: US $75,000-$95,000 annually, plus equity.

Company

hirify.global provides an AI-native logistics and delivery orchestration platform that coordinates decisioning, execution, and capacity for commerce companies and enterprise merchants.

What you will do

• Investigate and resolve configuration questions, known error patterns, API and webhook issues, integration problems, and account-specific platform behavior.
• Own escalations to Engineering and Enterprise Operations, providing reproduction steps, investigation details, impact assessment, and severity.
• Coordinate P1 incidents, engage Engineering, and keep customers and internal stakeholders informed through resolution.
• Monitor Datadog dashboards, alerts, and logs to identify anomalies and emerging risks before they affect customers.
• Document novel resolution patterns in the knowledge base and provide overflow support for Delivery Support during peak periods.

Requirements

• 2-5+ years of experience in Technical Support, Support Engineering, or a related technical role in a SaaS environment.
• Hands-on experience investigating and diagnosing complex platform issues rather than only routing tickets.
• Experience with APIs, webhooks, and integration troubleshooting in a production environment.
• Experience with monitoring and observability tools such as Datadog, New Relic, Grafana, or similar.
• Clear and calm written communication during incidents and interactions with frustrated customers.
• Sound judgment about when to investigate further versus escalate, with discipline to document findings thoroughly.
• Located in the US Eastern timezone for the required remote schedule.

Nice to have

• Experience supporting logistics, marketplace, or high-volume transactional platforms.
• Prior incident response or post-mortem participation.
• Experience contributing to knowledge bases or support documentation that is actively used.
• Familiarity with ticketing platforms such as Pylon, Zendesk, or similar.

Culture & Benefits

• Early-stage, well-funded startup environment with opportunities for direct impact and career growth.
• Quarterly broader team on-sites.
• Competitive compensation and equity opportunity.
• Flexible paid time off.
• Health, dental, and vision insurance for US employees.