Technical Support Engineer (SaaS)

Location: Remote based in the United States

Annual base salary: $60,000–$70,000, plus eligibility for an annual discretionary bonus.

Company

hirify.global develops cloud-based SaaS and government software that helps agencies improve efficiency, citizen engagement, transparency, planning, building, and service request management.

What you will do

• Serve as the first point of contact for customer inquiries through cases and phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and perform test validation.
• Document reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations on complex defects and escalations.
• Own cases through resolution or handoff, contribute to the knowledge base, participate in swarm sessions, and meet response, resolution, and customer satisfaction KPIs.

Requirements

• 1–3 years of experience in SaaS technical support or a related customer-facing troubleshooting role.
• Familiarity with web technologies including HTML, XML, JavaScript, and REST APIs, plus relational databases and SQL.
• Experience with application configuration, user roles, and permissions.
• Experience with Salesforce Service Cloud or a similar CRM system.
• Strong analytical, written, and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated curiosity, accountability, and follow-through.

Nice to have

• Experience supporting government or enterprise SaaS applications.
• Familiarity with hirify.global Civic Platform, Citizen Access, or hirify.global Mobile.
• Basic scripting or SQL experience for testing and data analysis.
• Understanding of cloud environments such as Azure or AWS.
• Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.

Culture & Benefits

• Fast-paced, learning-oriented environment focused on solving complex technical issues and delivering customer support.
• Workplace commitment to diversity, equity, inclusion, psychological safety, and belonging.
• Flexible time off and medical, dental, and vision plans.
• Family planning benefits, 401(k) with company match, health savings account, and flexible spending account.
• Life, accident, disability, business travel insurance, employee assistance, and other well-being benefits.