Associate Technical Support Engineer (SaaS)

Location: Remote, based in the Philippines, with working hours aligned to U.S. Central Time. Weekend work is required every Saturday and Sunday, with shifts starting at 8:00 AM or 11:00 AM Central Time; consistent weekdays off are assigned according to the shift schedule.

Annual salary: PHP 693,900.00–PHP 1,040,900.00.

Company

hirify.global provides cloud-based supply chain management solutions connecting retail trading partners worldwide.

What you will do

• Provide product support, application and tool training, basic system automation support, and customer education through multiple communication channels.
• Assess and resolve basic product issues, prioritize critical customer inquiries, and maintain detailed support records.
• Use proprietary tools, data center applications, and account administration functions to update statuses, flags, and customer information.
• Evaluate issue scope and impact, taking appropriate action to mitigate risks across the broader network.
• Collaborate with internal product and technology teams, acting as a customer advocate and intermediary until issues are resolved.
• Share customer insights and support peer and team development.

Requirements

• Bachelor’s degree in a relevant field or equivalent work experience.
• Strong interest in technical support and commitment to continuous learning.
• Effective problem-solving and critical-thinking skills, with agility to manage shifting and concurrent priorities.
• Excellent written and verbal communication skills.
• Eagerness to learn from experienced colleagues and mentors.
• Ability to work collaboratively in a team-oriented environment.

Nice to have

• Prior SaaS customer support experience.
• Knowledge of hirify.global programs, systems, and processes.
• Experience with Salesforce, Atlassian, and Microsoft Office applications.
• Basic understanding of supply chain processes, XML, and EDI schemas such as X12 and EDIFACT.
• Familiarity with FTP, AS2, or VAN data transmission methods.
• ERP experience with systems such as NetSuite, QuickBooks, or Acumatica.

Culture & Benefits

• Collaborative, inclusive, and team-oriented work environment focused on innovation and continuous improvement.
• Commitment to diversity, equity, inclusion, belonging, and equal opportunity.
• Comprehensive benefits package supporting health, well-being, and financial security, with benefits aligned to local laws and market practices.
• Fixed weekend shifts with consistent weekdays off based on the assigned schedule.