Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer (Customer Support): Provide expert technical support and resolve complex issues related to hirify.global's SaaS platform with an accent on troubleshooting, cloud platforms, and customer escalation management. Focus on mentoring peers, improving support workflows, and collaborating with internal teams to ensure customer success.

Location: Remote within the USA; offices in Boise, Denver, Jackson, Portland, Salt Lake City, and Vancouver

Salary: $90,000 - $121,000 USD

Company

hirify.global is a global innovator building an intelligent observability platform empowering companies to thrive in an AI-first world.

What you will do

• Serve as a technical escalation point resolving complex customer issues across the hirify.global platform.
• Drive resolution of aging and complex tickets, acting as troubleshooter of last resort.
• Partner with internal teams such as Product and Engineering to advocate for customer needs and ensure optimal outcomes.
• Mentor colleagues through knowledge sharing, training, and collaboration on challenging issues.
• Create and improve internal and customer-facing documentation following Knowledge Centered Support practices.
• Optimize team workflows by iterating on best practices and troubleshooting approaches.

Requirements

• Location: Must be based in the USA (remote within USA locations listed).
• Bachelor’s degree with 5+ years related experience or equivalent.
• Strong programming knowledge or support experience in Java, .NET, PHP, Ruby, Python, Node.js, or Go.
• Experience with cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and network troubleshooting.
• Excellent communication skills and ability to de-escalate tense situations.
• Passion for mentoring and knowledge sharing.
• Visa sponsorship is not available.

Nice to have

• Experience in DevOps, SRE, or Software Engineering roles.
• Cloud certifications (AWS, Azure, GCP).
• Experience with observability tools like Splunk, Dynatrace, Datadog, OpenTelemetry.
• Front-end or mobile development experience.
• Strong adherence to Knowledge Centered Support practices.

Culture & Benefits

• Comprehensive healthcare, dental, vision, parental leave, and mental health benefits.
• 401(k) plan with company match.
• Flexible time-off policies including paid holidays and volunteer time-off.
• Commitment to diversity, equity, and inclusion.
• Flexible workforce model supporting remote, office-based, or hybrid work.

Hiring process

• Identity and employment eligibility verification required.
• Criminal background check mandatory due to customer data stewardship.
• Consideration of applicants with arrest and conviction records per applicable laws.