Technical Support Engineer

Location: Remote - APAC; 24/7 operations require availability for 5 days within a 7-day schedule, including weekends. Shifts are assigned based on business needs.

Company

hirify.global operates an app-based healthcare staffing marketplace connecting healthcare professionals with workplaces across the U.S. The company was founded in 2016, has more than 1,000 remote-first employees, and has been profitable since 2022.

What you will do

• Monitor escalation channels and the Zendesk Technical Support queue to identify systemic issues early.
• Investigate, reproduce, and diagnose complex product, platform, and data-layer issues using Datadog, internal dashboards, SQL, APIs, backend configurations, and feature toggles.
• Manage live incidents from detection through closure, coordinating with Support, Engineering, and Product while providing structured stakeholder updates.
• Implement and test appropriate fixes before Engineering review and sign-off.
• Perform root cause analyses and post-incident reviews, improving monitoring and reducing recurrence.
• Maintain operational workflows, create troubleshooting documentation, and turn recurring patterns into actionable improvement proposals.

Requirements

• Technical fluency with observability tools, SQL, APIs, backend configurations, and feature toggles; ability to distinguish UI, data, and code-level problems.
• Thorough, evidence-based, and reproducible diagnostic investigations with clear handoffs for Engineering.
• End-to-end ownership of issues from initial report through confirmed resolution, including stakeholder communication and follow-through.
• Ability to remain structured and calm during live incidents while balancing speed and accuracy.
• Ability to prioritize incidents, bugs, workflows, and unplanned high-priority requests without letting SLAs slip.
• Systems-thinking approach focused on identifying monitoring, tooling, and process gaps and preventing recurrence.
• Fluent, professional-level English communication in written and verbal form.
• Availability to work 5 days within a 7-day schedule, including weekends, with shifts assigned according to business needs.

Nice to have

• Experience with Datadog, Sentry, Snowflake, or similar observability and analytics tools.
• Familiarity with SQL and reading application logs.
• Background in technical support, SRE, incident response, or a related engineering-adjacent function.
• Exposure to AI-assisted coding or agent tooling.
• Experience in Operations, Support, or CX environments at scale.

Culture & Benefits

• Remote-first work environment supporting a 24/7 operation.
• Role emphasizes ownership, rapid response, high standards, clear communication, and continuous prevention of recurring issues.
• Weekend availability and variable shifts are required based on business needs.

Hiring process

• Application review.
• Skills assessment through a case study.
• Case interview with the Tech Support Team Lead, followed by an interview with the Head of Worker Experience.