Senior Support Engineer (SaaS)

Location: Remote from Sofia, Bulgaria; supporting EMEA customers and participating in an on-call rotation.

Company

hirify.global provides the Conversational Cloud platform for enterprise customer conversations, using conversational AI, data, and safety tools to support customer experiences.

What you will do

• Own escalated, complex technical issues for enterprise customers across EMEA and drive investigations through resolution.
• Diagnose advanced application, platform, SaaS, and cloud infrastructure issues and identify root causes.
• Manage high-priority customer situations, lead technical incident bridges, communicate clearly, and maintain customer satisfaction.
• Collaborate with Product Management, Engineering/R&D, and other business units to coordinate resolutions and advocate for customer needs.
• Develop subject-matter expertise, mentor Support Engineers, and share troubleshooting knowledge.
• Improve support tools, workflows, troubleshooting processes, and recurring-escalation handling.

Requirements

• 4+ years of experience in Senior Support Engineering, Tier 3/Tier 4 Application Support Engineering, or a similar technical customer-facing role.
• Experience supporting enterprise-level customers, ideally in large or Fortune 500 organizations.
• Hands-on application support experience in a SaaS, cloud-based, or web technology company; this is an application/platform support role rather than traditional IT or helpdesk support.
• Experience troubleshooting SaaS applications and cloud infrastructure.
• Excellent written and verbal English communication skills, including the ability to explain complex technical concepts to technical and non-technical audiences.
• Strong customer-facing skills, ownership, accountability, prioritization, and the ability to manage complex, high-pressure situations.
• Strong knowledge of web technologies and protocols, including networking concepts, APIs, and SDKs.
• Working knowledge of HTML, CSS, and JavaScript, plus experience writing SQL queries for data retrieval and investigation.
• Hands-on experience with troubleshooting and monitoring tools such as Fiddler, Wireshark, Chrome DevTools, Kibana, or Splunk.
• Analytical curiosity, independent investigation skills, adaptability to new technologies, and flexibility to participate in an on-call rotation.

Nice to have

• Bachelor’s degree in Computer Science, Information Systems, Information Technology, Engineering, Mathematics, or a related technical discipline.

Culture & Benefits

• Inclusive, diverse, collaborative, and remote-friendly workplace.
• Medical, dental, and vision benefits.
• 28 vacation days.
• Tuition reimbursement and access to internal professional development resources.
• Food vouchers.