Technical Support Engineer (CS) (SaaS)

Location: Remote, East Coast; must be available to work East Coast hours.

Salary: $120K–$140K annually, plus equity.

Company

hirify.global develops an AI platform for governed workforce and agent access to enterprise systems, with scoped permissions, policy enforcement, human approvals, and activity records.

What you will do

• Provide technical support for customers, troubleshoot issues, manage the support queue, and escalate concerns to the appropriate internal teams.
• Project-manage complex issue resolution and coordinate cross-functional fixes, targeting an initial response time under one hour.
• Develop product expertise and guide customers on platform features, best practices, and effective usage.
• Conduct customer training sessions, workshops, and hands-on demonstrations for advanced platform features.
• Identify opportunities to automate internal and customer-facing tasks and support efficient change management.
• Collect and analyze customer feedback and usage data to inform product improvements and advocate for customer needs.

Requirements

• 3+ years of experience in technical support, solutions engineering, or DevOps, focused on IAM, IT, or security.
• Hands-on experience with HTTP APIs, including REST and OAuth, authentication protocols, and connector or integration development.
• Solid knowledge of Docker and Kubernetes, particularly troubleshooting containerized applications.
• Experience with on-premises infrastructure and hybrid-cloud deployments.
• Clear, empathetic communication skills and the ability to explain complex problems and guide customers toward solutions.
• Availability to work East Coast hours.

Nice to have

• Familiarity with AWS IAM, policies, roles, identity federation, or infrastructure-as-code tools.
• Experience with Microsoft Entra ID/Azure AD and Active Directory administration and integrations.
• Scripting or light development experience with Python, Bash, Go, or similar technologies.

Culture & Benefits

• Remote Customer Success role with East Coast working-hours alignment.
• Collaborative problem-solving culture with support across teams rather than working in isolation.
• Equity is offered in addition to salary.