Technical Support Engineer L2 (SaaS)

TL;DR

Technical Support Engineer L2 (SaaS): Supporting customers by handling 2nd line technical inquiries and ensuring platform reliability with an accent on troubleshooting and customer satisfaction. Focus on building trusted relationships and improving product documentation based on user feedback.

Location: Remote

Company

hirify.global is a fast-growing SaaS company focused on helping mobile apps manage in-app purchases and paywalls.

What you will do

• Support customers by handling 2nd line technical inquiries during evening shifts.
• Review logs in Kibana and troubleshoot issues using SQL and Postman.
• Conduct initial technical investigations and prepare escalation reports for developers.
• Update and improve product documentation based on user feedback.
• Follow up on escalated issues to ensure customer satisfaction.
• Build trusted customer relationships through clear communication.

Requirements

• At least 1 year of experience in 2nd line technical support, preferably in B2B.
• Fluent English with strong communication skills.
• Proficient in using Kibana, SQL, and Postman.
• Proactive approach to problem-solving and customer support.
• Appreciation for stable schedules and impact in a fast-growing company.