Product Support Engineer (SaaS/AI)

Location: Amsterdam, Netherlands; other location: London. Flexible work arrangements are available, including periods of remote work.

Company

hirify.global provides an AI-powered SaaS platform that unifies finance, risk, and sustainability data on a secure foundation for complex organizations.

What you will do

• Provide technical and functional customer support by phone, chat, and ticketing systems.
• Manage customer inquiries within support SLAs and troubleshoot complex issues using product knowledge, research, and minimal assistance from other resolver groups.
• Document ticket activity clearly and contribute to knowledge-base content that improves customer self-service and ticket deflection.
• Collaborate with Customer Success, Professional Services, and subject-matter experts to resolve broader problems and identify improvement opportunities.
• Contribute to scoped team projects and mentor new hires, interns, or junior engineers.

Requirements

• Undergraduate degree or equivalent professional experience in a related role.
• At least 2 years of experience in customer-facing product and/or technical support.
• Intermediate experience with application or database support.

Nice to have

• Experience supporting customers through email, phone, and ticketing systems, with strong communication skills.
• Previous SaaS platform support experience.
• Ability to interpret system logs and reports and troubleshoot code.
• Familiarity with Zendesk, SQL, relational database concepts, APIs, authentication methods, JSON, and common integration patterns.
• Experience interpreting application logs, API responses, error messages, or code-level information.
• Familiarity with AI-assisted support tools and practical knowledge of large language models.
• Proficiency in Python or JavaScript for reading logs and tracing errors.
• Ability to meet timelines and SLAs, troubleshoot through insightful questions, manage changing priorities, and work independently.
• High competence in Microsoft Office Suite.

Culture & Benefits

• Flexible work arrangements with reliable internet access required during remote work.
• Occasional public holiday coverage and overtime may be required during peak-volume seasons.
• Minimal travel is expected.
• Security and privacy training is provided according to role requirements.
• Work in a collaborative, diverse environment focused on customer experience and meaningful challenges.