Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Communicating directly with customers to resolve technical issues and improve processes with an accent on providing exceptional customer experiences. Focus on triaging support tickets, collaborating with product and customer success teams, and advocating for product improvements.

Location: EMEA Remote

Salary: $70,000

Company

hirify.global powers automated communication that people actually want to receive, helping teams send smarter, more relevant messages using real-time behavioral data.

What you will do

• Communicate with customers via email and live chat to resolve technical issues.
• Triage support tickets and work on process improvements.
• Conduct regular touch points with Product and Customer Success teams.
• Help customers get up and running with the product.
• Advocate for product improvements based on customer feedback.

Requirements

• Located in the UK or Ireland.
• Experience in a technical support or customer-facing role.
• Understanding of basic programming concepts (API, variables, loops).
• Excellent written and verbal communication skills.
• Previous work experience in a SaaS company is a plus.

Nice to have

• Experience with the Marketing Automation industry.
• Familiarity with live channel support.

Culture & Benefits

• 100% coverage of medical, dental, vision, and mental health insurance premiums.
• 16 weeks paid parental leave and unlimited PTO.
• Stipends for remote work and wellness.
• Professional development budget.

Hiring process

• 30-minute Zoom call with Recruiter.
• 45-minute Zoom call with Hiring Manager.
• 45-minute Homework Review Call with Team.
• 30-minute Final Interview with Director, Technical Support.