Technical Support Engineer

Location: Remote, with primary location in Vancouver and other locations in Calgary, Alberta; California; Las Vegas, Nevada; Oregon; and Seattle, Washington. The role follows a hybrid-flexible approach, with occasional in-person attendance for employees within comfortable travel distance of an office.

Compensation: $74,000–$100,000 CAD per year for the primary location; $75,000–$90,000 USD per year for applicable US locations.

Company

hirify.global develops digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices.

What you will do

• Monitor and respond to customer technical support requests through chat, email, web, and phone.
• Gather log files, environment details, reproduction steps, and other technical information for resolution or escalation.
• Document customer interactions, troubleshooting steps, and outcomes in the case management system.
• Guide customers to self-service resources and redirect non-support requests to the appropriate internal teams.
• Identify gaps in self-service content, including knowledge base articles, and escalate cases beyond the defined scope or knowledge level.
• Meet targets for case volume, SLA adherence, and customer satisfaction.

Requirements

• Post-secondary education in Computer Science, Engineering, or equivalent experience.
• 0–2+ years of experience in a technical, customer-facing support role.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to follow structured troubleshooting processes and escalate effectively.
• Familiarity with CRM and case management tools; Salesforce Service Cloud is preferred.
• Ability to own individual customer cases within documented playbooks and procedures, with decisions guided by established standards and team support.
• US applicants must be authorized to work in the US; employment offers are contingent on satisfactory completion of a background check.

Culture & Benefits

• Remote work with flexible office attendance typically ranging from weekly to monthly when employees are within comfortable travel distance of an office.
• Generous time off policies, healthcare, and retirement benefits.
• Competitive compensation, volunteer opportunities, reward and recognition programs, and employee committees and resource groups.
• Emphasis on continuous learning, development, diversity, inclusion, care, accountability, dedication, and innovation.

Hiring process

• Applicants should provide examples demonstrating the Magnet CODE values: CARE, OWN, DEDICATE, and EVOLVE.
• Accommodation is available throughout the hiring process upon request.