Associate, Technical Support Engineer

TL;DR

Associate, Technical Support Engineer: Providing expert-level technical assistance to customers, diagnosing and resolving complex product issues across software, APIs, integrations, and infrastructure. Focus on root cause analysis, incident response, and continuous product/process improvement in a fast-paced environment.

Location: Hybrid in Buffalo, NY, United States. Up to two days remote per week.

Salary: $47,300 - $75,700 USD per year

Company

hirify.global is a leading technology company driving the global information technology ecosystem, providing products and services from manufacturers and cloud providers to B2B technology experts.

What you will do

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and collaborate with engineering on bug fixes.
• Create and maintain internal documentation such as runbooks, FAQs, and technical documents.
• Lead incident response or participate in on-call rotations for critical issues.
• Support multiple cloud and hardware solutions, and contribute to service desk process development.

Requirements

• 4 years of experience in technical support, solutions engineering, or a similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• Fluent in English with excellent verbal and written communication skills.
• Experience working with Webservers (Apache, IIS) and Databases (MySQL, MSSQL, PostgreSQL).
• Strong knowledge of Application Protocols (DNS, HTTP, HTTPS, FTP) and basic understanding of Linux environments.
• General understanding of technologies on Apis webservice: JSON, REST, OAuth.
• Flexibility to work some weekends and later hours to help fulfill a 24x7 business.

Nice to have

• ITIL or Microsoft Azure certification.
• Hands-on experience with Cloud platforms such as Azure, AWS, or GCP.
• Programming/scripting experience on Bash, Python, PowerShell, PHP, and knowledge of SQL.
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes.
• Experience with JIRA and Confluence.

Culture & Benefits

• Access to healthcare benefits, paid time off, and parental leave.
• 401(k) plan with company match.
• Short-term and long-term disability coverage, basic life insurance, and wellbeing benefits.
• Opportunity to work in a high-performing support team and make technology happen in surprising ways.