Technical Support Engineer (Cloud/SaaS)

Location: New York, United States; hybrid workplace; Monday–Friday coverage during Eastern Time business hours

Salary: $100,000–$140,000 annually

Company

hirify.global is a cloud cost management SaaS startup helping companies make faster and more strategic decisions about cloud spending. The company has raised over $85M and has more than 100 employees across Tel Aviv and New York.

What you will do

• Provide first-line triage and technical support for hirify.global’s US customer base, including Enterprise customers.
• Own technical inquiries from initial response through investigation, escalation, and resolution.
• Use the platform’s backend mechanisms, data structures, and processes to resolve complex technical issues.
• Collaborate with Product, Customer Success, R&D, and other departments on recurring issues and customer escalations.
• Create and maintain internal and external documentation for platform functionality and support processes.
• Identify improvements to technical support processes and service quality.

Requirements

• At least 3–4 years of experience as a Tier-2 or Senior Technical Support Engineer for a technical SaaS product, cloud-based solution, or IT tooling solution.
• Experience working in a fast-paced, growth-mode startup environment.
• Experience accessing and querying databases with SQL, manipulating data through advanced queries, and extensive knowledge of relational database structures.
• Experience with at least two major cloud providers: AWS, GCP, or Azure.
• Experience working with internal and external REST APIs.
• Ability to work independently while communicating broader issues to the wider group.
• Ability to provide customer support Monday–Friday during Eastern Time business hours.

Nice to have

• Experience scaling support processes and methodologies.
• Experience in monitoring or cloud cost management segments.

Culture & Benefits

• Hybrid work environment based in New York.
• Opportunity to join a quickly accelerating startup and make a significant impact on company growth.
• Collaboration across Customer Success, Product, and R&D teams.
• Work focused on solving real customer problems in cloud infrastructure and cost management.