Technical Support Engineer

TL;DR

Technical Support Engineer (Customer Support): Providing technical assistance and support to customers primarily via email and live chat with an accent on troubleshooting, process improvement, and cross-team collaboration. Focus on diagnosing complex customer issues, advocating for product improvements, and delivering exceptional customer experience.

Location: Must be located in Australia with an expected start time of 9am or 10am AEDT

Salary: $70,000 USD (or equivalent in local currency)

Company

hirify.global powers automated communication for over 8,000 companies, enabling smarter, relevant messaging through real-time behavioral data.

What you will do

• Communicate directly with customers via Support Center, email, and live chat to resolve technical issues.
• Triage diverse support tickets and work on process improvements.
• Collaborate regularly with Product and Customer Success teams to enhance customer experience.
• Help new and existing customers onboard and achieve their business goals using the product.
• Use tools like Zendesk, Linear, and Zapier to manage support workflows.
• Participate in team knowledge sharing through video calls and pairing sessions.

Requirements

• Must be located in Australia with availability at 9am or 10am AEDT
• Experience in technical support or customer-facing roles.
• Comfortable providing live channel support.
• Understanding of basic programming concepts (API, variables, if-else, loops); JavaScript knowledge is a plus.
• Excellent written and verbal communication skills.
• Previous experience with SaaS platforms or marketing automation is preferred.

Nice to have

• Experience in the Marketing Automation industry or supporting email marketing/business communication tools.

Culture & Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employees and their families.
• 16 weeks paid parental leave and unlimited paid time off.
• Stipends for remote work and wellness, plus a professional development budget.
• Inclusive and empathetic team culture focused on growth and transparency.

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.
• Background check and employment verification before hire.