Technical Customer Support Engineer (SaaS)

Location: New York, NY, United States; hybrid work with 2 days per week in the local hirify.global office

Salary: $82,556–$122,338 per year

Company

hirify.global provides a SaaS brand platform for brand governance, workflows, integrations, and AI-enabled brand management.

What you will do

• Own escalated and complex customer cases involving APIs, integrations, MCP, advanced SSO/SAML, custom domains, identity providers, and certificate issues.
• Reproduce and debug problems using API tools, logs, browser developer tools, and network traces.
• Lead technical customer conversations, provide strategic advice, and support customer IT and engineering teams.
• Analyze ticket trends, identify root causes, and partner with Engineering and Product on bug prioritization and durable fixes.
• Mentor teammates, review escalations, shape technical onboarding, and make independent decisions on complex issues.
• Improve technical documentation, knowledge-base content, troubleshooting runbooks, and AI tooling for technical support.

Requirements

• Several years of experience in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
• Strong hands-on experience with REST or GraphQL APIs, SSO/SAML, identity providers, DNS, and web technologies.
• Experience solving complex, ambiguous problems and preventing recurring issues.
• Confidence handling high-stakes conversations with technical customers and engineering audiences.
• Experience mentoring or teaching others, formally or informally.
• Systems-oriented approach to identifying patterns across support tickets and acting on them.
• Clear communication with both customers and engineers.
• Ability to handle sensitive customer data according to security and compliance protocols.

Nice to have

• Experience with integrations, MCP, or scripting.

Culture & Benefits

• Hybrid work model with two office days per week.
• Medical, dental, and vision coverage with fully company-paid plan options.
• 401(k) with 5% matching, at least 25 days of PTO, and paid educational and wellbeing days.
• Parental, bereavement, and sick leave, plus wellbeing, learning and development, commuter, and home-office allowances.
• Weekly free office lunch, a summer company meet-up, and up to 45 annual workation days.
• Inclusive and accessible recruitment process with reasonable adjustments available; preliminary checks may apply depending on the role and local laws.

Hiring process

• Interviews may be recorded and transcribed using third-party AI tools; final evaluations and hiring decisions are made by the recruitment team.
• Reasonable adjustments can be requested at any recruitment stage through the Talent Partner.