Support Engineer III

Location: Remote, United States

Base salary: USD $41.25–$109.43 per year, with certain roles also eligible for benefits, bonuses, stock, and other rewards.

Company

hirify.global is an AI-powered developer platform used by developers and organizations to collaborate, build, scale, and deliver secure software.

What you will do

• Troubleshoot and resolve complex customer support tickets with minimal or no assistance.
• Respond to customer cases through web, email, phone, and chat, including billing disputes, invoices, refunds, credits, usage, metering, entitlements, plan transitions, and policy edge cases.
• Communicate technical and policy information clearly to customers and internal stakeholders.
• Follow bugs and issues filed with Engineering through closure and act as a liaison between customers and Engineering.
• Support security- and revenue-impacting activities, including account access recovery, compliance clarifications, and billing behavior expectations.
• Identify bugs and feature requests, update documentation and support repositories, contribute to strategy discussions, and provide training or subject-matter expertise within the squad.

Requirements

• 5+ years of experience in customer support, account management, billing operations, trust and safety, or related roles; or a bachelor's degree in any field and 3+ years of experience in a customer-facing support or operations role; or equivalent experience.
• Strong technical troubleshooting and evidence-based diagnosis skills.
• Exceptional verbal, written, organizational, and communication skills.
• Customer-service orientation, teamwork, collaboration, adaptability, and initiative.

Nice to have

• Experience handling billing inquiries, subscription management, or invoice-based account support in a SaaS environment.
• Familiarity with trust and safety, compliance documentation such as SOC 2, GDPR requests, security questionnaires, or account integrity workflows.
• Experience supporting enterprise customers, managing escalations, and working with Sales, Legal, or Finance.
• Familiarity with Zendesk, Salesforce, or similar CRM and ticketing tools, plus basic account or usage data interpretation.

Culture & Benefits

• Full-time, remote-first work arrangement within the United States.
• Values include customer obsession, a growth mindset, ownership, learning, collaboration, and inclusion.
• Competitive pay, learning and growth opportunities, and benefits for eligible roles.
• Some roles may include annual bonuses, stock, or sales incentives based on the applicable plan and individual impact.

Hiring process

• The position remains open for at least 3 days, with applications accepted on an ongoing basis until the role is filled.
• Interview-process accommodations are available for candidates with disabilities.