TL;DR

Senior Technical Support Engineer: Providing technical assistance and product guidance to software developers using %hirify_global%'s performance and error monitoring tools with an accent on troubleshooting, debugging and ensuring customer success. Focus on real-time support via chat, email, and video calls, contributing to knowledge base, and managing customer feedback.

Location: Mondays, Tuesdays, and Thursdays set as in-office anchor days to encourage meaningful collaboration.

Salary: $105,000 to $130,000

Company

%hirify_global% provides performance and error monitoring tools to help companies spend less time fixing bugs and more time building products.

What you will do

Become a %hirify_global% product expert.
Answer inbound Support requests about %hirify_global%'s product and usage of our SDK's.
Triage, reproduce, and report product bugs as well monitor as escalations to engineering.
Manage and curate customer feedback in our open source repos.
Contribute to team wide goals and initiatives and support knowledge base documentation internal guides and demos.
Providing real-time support to customer via chat, email, and video calls during business hours.

Requirements

8+ years of experience in technical customer support or similar roles in software/SaaS, with direct responsibility for troubleshooting, product guidance, and ensuring customer success.
Experience with Python and/or JavaScript, or other dynamic programming languages.
Strong understanding of modern software development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development, observability, debugging, performance monitoring).
Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions.
Excellent written and oral communication skills.

Nice to have

Open Source contributions.
Prior experience working as a software developer.

Culture & Benefits

%hirify_global% embraces a hybrid work model.
Committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic.
Strive to build a diverse team, with an inclusive culture where every teammate can thrive.