Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing second-line technical support for SAAS enterprise software applications with an accent on troubleshooting software issues and addressing customer requests. Focus on resolving complex problems related to Application Servers, Database Servers, and Reporting components.

Location: Remote: Must be based in Mexico

Company

hirify.global is a team focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies.

What you will do

• Provide assistance to customers, consultants, and partners on the usage of hirify.global products through various channels.
• Troubleshoot issues by reproducing the problem and determining a resolution.
• Triage newly reported problems, assign proper severity, and work to identify a resolution.
• Update the ticket tracking system to provide accurate and current status of support issues.
• Create Knowledge-base articles regularly to expand self-help tools for customers and internally.

Requirements

• 2+ years of experience working with SAAS enterprise software applications in a support, development/QA, services, or similar technical role.
• Experience writing SQL queries.
• Experience working with Java/J2EE applications.
• Experience with relational databases including Oracle and/or SQL Server.
• Experience working with APIs and integrations into a primary system.
• Hands-on experience working in BPM products or workflow systems to configure and create processes.
• Excellent organizational, customer relationship, verbal, and written communication skills.

Nice to have

• Experience working with Application Servers such as Tomcat, Weblogic, and/or WebSphere.
• Experience with performance tuning of applications or databases.
• Experience with Business Objects or any Business Intelligence technology.
• Experience in JavaScript-based software testing.

Culture & Benefits

• Close-knit, globally dispersed team that thrives in an ecosystem supporting individual excellence.
• Diverse and inclusive work culture centered around great people practices.
• Learning opportunities and a fun work environment.
• Ideal blend of entrepreneurial spirit and enterprise investment.
• Opportunity to move at a rapid pace with complex, leading-edge technologies.