Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Troubleshooting complex technical issues and providing expert guidance for industry-leading SaaS solutions with an accent on root cause analysis, SQL scripting, and API integrations. Focus on optimizing customer success by ensuring efficient issue resolution and promoting best practices for product usage.

Location: Fully remote, must be based in Mexico and work within Eastern Standard Time (EST) business hours.

Company

hirify.global is a market leader providing cutting-edge SaaS solutions to global revenue leaders for Sales Performance Management.

What you will do

• Resolve technical issues, provide expert guidance, and perform root cause analysis.
• Troubleshoot incidents by gathering detailed problem descriptions, log files, and error traces, replicating issues as needed.
• Provide multichannel support via CRM, email, video conferencing, and screen sharing.
• Collaborate cross-functionally with Engineering, Product, and Customer Success to escalate and resolve issues efficiently.
• Maintain detailed case documentation, ensure timely updates, and communicate with customers.
• Participate in the on-call rotation for weekend or after-hours coverage and champion knowledge sharing.

Requirements

• 2+ years of experience in a technical support or application support role, ideally within a SaaS environment.
• Strong understanding of relational databases and SQL scripting (querying, updating, debugging).
• Familiarity with client-server architecture and web-based application support.
• Experience in log file analysis, trace review, and root cause identification.
• Knowledge of browser developer tools and ability to analyze HAR files and network-level issues.
• Exposure to network fundamentals including DNS, DHCP, SSL, proxies, and firewall configurations.
• Experience with APIs and REST-based integrations.
• Ability to clearly explain technical concepts to non-technical users.
• Comfortable working in a high-volume case environment, prioritizing effectively under pressure.

Nice to have

• Understanding of OAuth, SSO/SAML, and authentication protocols.
• Experience working in a Linux environment (basic navigation, logs, environment variables).
• Familiarity with cloud platforms, especially AWS.
• Understanding of JavaScript-based applications, including analyzing stack traces or exceptions.

Culture & Benefits

• Market leading compensation package.
• Wellness programs to support health and wellbeing.
• Remote work flexibility and comprehensive employee insurance coverage (Medical, Dental, Vision, Life).
• Annual time off in accordance with applicable legislative requirements.
• Global connected culture with hubs in Romania, UK, US, and Canada.
• Dynamic, innovative, and multicultural work environment with continuous development opportunities.

Hiring process

• Application Review (alignment on experience and salary expectations).
• HackerRank (25 min technical assessment).
• Recruiter Screen (20 min conversation).
• Technical Interview (1 hr 15 min with the hiring manager).
• Decision & Offer.