Technical Support Engineer (SaaS)

Location: Cleveland, Ohio, United States (Hybrid)

Company

hirify.global, a Keyfactor company, develops trust infrastructure and security software for cryptographic identities across humans, machines, and AI.

What you will do

• Provide structured customer communication while diagnosing and resolving complex technical issues.
• Own the full case lifecycle, including quality, SLA adherence, escalations, and customer satisfaction.
• Perform root cause analysis and implement sustainable solutions for recurring and high-impact issues.
• Contribute to knowledge-base content, troubleshooting best practices, tools, workflows, and support-process improvements.
• Collaborate with Tier III, Team Leads, Tier IV, Engineering, Product, and other cross-functional teams.
• Share technical expertise and contribute to major incident resolution and team capability development.

Requirements

• Bachelor's degree or equivalent experience.
• 2–4 years of related work experience and general knowledge within the functional area.
• Experience handling complex technical issues in a SaaS or software environment and participating in support initiatives and process improvements.
• Strong troubleshooting and analytical skills across systems including Windows, Linux, networking, and databases.
• Proficiency with case management tools and structured problem-solving methods.
• Ability to clearly explain technical concepts to customers and independently manage complex cases through resolution.
• Experience performing root cause analysis and implementing long-term fixes.
• Strong prioritization skills, with the ability to manage multiple issues simultaneously.
• Solid understanding of support processes and troubleshooting methodologies, plus familiarity with cloud environments and enterprise system configurations.

Culture & Benefits

• Entrepreneurial environment balancing autonomy and structure, with opportunities for personal and professional growth.
• Second Fridays provide a company-wide day off on the second Friday of most months, subject to change.
• Comprehensive global benefits, competitive time off, paid parental leave, and adoption and fertility support.
• Wellbeing resources, a wellness allowance, mindfulness app membership, and Wellness Wednesdays.
• Volunteer programs, nonprofit matching, and three volunteer days off.
• Employee-led diversity, equity, inclusion, belonging, talent-development, cross-functional, and all-hands initiatives.