Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Providing advanced technical expertise to resolve complex customer-reported issues for a cloud-native endpoint management platform with an accent on efficient troubleshooting and proactive process optimization. Focus on coordinating resolution for highly complex problems, collaborating with engineering, and driving improvements to enhance customer satisfaction.

Location: Remote (US-based, excluding California and New York metro areas). Work visa sponsorship is not available.

Salary: $105,000–$115,000 USD

Company

hirify.global provides a cloud-native IT operations platform that automates endpoint configuration, patching, and security for modern organizations worldwide.

What you will do

• Act as a key escalation resource, owning internal and external communication for complex customer issues.
• Work closely with Engineering & Product to troubleshoot issues, coordinate release readiness, and provide customer insights.
• Optimize tools and processes to enhance customer interactions and streamline workflows.
• Train and mentor Technical Support Engineers to handle complex cases.
• Develop documentation, best practices, and training to upskill the Support team.
• Represent the voice of the customer, providing feedback to Product and Engineering to enhance features.

Requirements

• 3+ years of experience in technical support, escalation engineering, or a related role in a SaaS or IT environment.
• Expert knowledge and experience managing macOS, Windows, or Linux.
• Aptitude to understand and write PowerShell and/or Bash code.
• Experience working as an escalation resource, bridging the gap between Support and Engineering.
• Familiarity with support tooling such as Zendesk and knowledge management platforms.
• Excellent communication and mentorship skills with a proactive approach to problem-solving.
• Ability to pass a federal, state, county background check and complete local in-person verification.
• Must have US work authorization as visa sponsorship is not available.

Culture & Benefits

• Competitive Salary with Equity for Full-Time Employees.
• 401K Match and flexible PTO with generous sick time.
• Comprehensive Health Plans with generous employer contributions, including HSA contribution.
• 100% Company-paid Short Term/Long Term Disability and Life Insurance.
• Lifestyle Spending Account, Internet Reimbursement, and Home office stipend.
• $10k Adoption Benefit and Comprehensive Family Planning coverage.