Senior Support Engineer

Location: Boston, Massachusetts, United States; flexible hybrid model

Salary: $92,000–$115,000 annual base salary, with potential discretionary bonuses/incentives and RSUs.

Company

hirify.global operates a large automotive marketplace that helps consumers and dealerships manage the online car-shopping journey.

What you will do

• Serve as the technical escalation point for all products, including SaaS products.
• Reproduce dealer-reported issues, analyze distributed traces and logs, validate API payloads, and correlate failures across internal services and IMS partner APIs.
• Distinguish defects from expected behavior, configuration issues, and partner-side failures, then submit reproducible tickets with evidence and impact framing.
• Own business-hours FireHydrant trigger decisions, coordinate with on-call engineers, and participate in incident postmortems.
• Partner with Tier 1 and Tier 2 Dealer Support Operations, Product, Engineering, Product Marketing, and Sales Specialists.
• Maintain the Product Support Playbook and validate launch readiness, including SLOs, alerting, status pages, escalation trees, training, and routing.

Requirements

• 4+ years of experience in technical support, support engineering, solutions engineering, or customer engineering at a B2B company.
• Ability to read logs and distributed traces using Observe, Honeycomb, Datadog, Splunk, or equivalent tools; validate API payloads and reproduce defects in production software.
• Working knowledge of SQL, XML, JSON, and REST API responses, plus basic scripting in Python, Bash, or a similar language.
• Strong written and verbal communication skills, including translating between dealers, account teams, Product, and Engineering.
• Calm judgment during incidents and ability to make defensible outage determinations.
• Experience supporting products with third-party data integrations such as CRM, DMS, inventory feeds, or ML/pricing services.
• Experience establishing support processes for new product launches, not only operating mature products.
• Familiarity with FireHydrant, PagerDuty, or similar incident-management tools.
• Salesforce Service Cloud familiarity.

Nice to have

• Exposure to automotive retail, dealer software, or marketplace platforms.

Culture & Benefits

• People-first culture centered on kindness, collaboration, innovation, inclusion, and career growth.
• Flexible hybrid work model, robust time-off policies, and benefits supporting work-life balance.
• Equity for employees, career development programs, employee resource groups, and corporate giving programs.
• Daily free lunch, new-car discount, meditation and fitness apps, commuting cost coverage, and other perks.
• In-person interviews may be required for Boston-based positions; candidates are notified in advance and cover travel expenses.

Hiring process

• Selected candidates may be required to attend an in-person interview in Boston, with advance notification.
• Travel expenses for required in-person interviews are the candidate's responsibility.