Support Engineer (SaaS)

TL;DR

Support Engineer (SaaS): Providing technical support to customers and partners, troubleshooting code, and managing escalations with an accent on technical debugging and incident communication. Focus on utilizing tools like DataDog, Snowflake, and API logs analysis.

Location: Expected to work from the Denver, CO office 2 to 3 days a week. A relocation stipend may be available for those willing to relocate to a hirify.global hub location in Denver, CO, San Francisco, CA, and Santiago, Chile.

Salary: $72,000 - $90,000 USD

Company

hirify.global is building the data platform to power safe and fair decisions.

What you will do

• Provide technical support to customers and partners via ticketing system and screen sharing.
• Troubleshoot code, conduct deep-dive investigations using tools like DataDog, Snowflake, and API logs analysis.
• Utilize pre-written scripts and runbooks to handle complex manual support tasks.
• Execute critical incident communications and manage escalations in Jira.
• Contribute to internal team documentation.

Requirements

• 2+ years of experience in a customer-facing technical role in a SaaS company with hands-on experience with APIs.
• Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams.
• Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails.
• Exceptional communication skills, capable of explaining complex information.
• Strong attention to detail and effective time management skills.
• High level of English proficiency.
• Strong proficiency in SQL and experience with observability tools like Datadog, Prometheus, etc.

Culture & Benefits

• Fast-paced and collaborative environment.
• Learning and development allowance.
• Competitive cash and equity compensation with opportunity for advancement.
• 100% medical, dental, and vision coverage.
• Flexible PTO policy.
• Monthly wellness stipend.