Customer Support Engineer

TL;DR

Customer Support Engineer (Heap and hirify.global): Supporting enterprise customers by answering emails, debugging complex technical issues, and devising strategies to help them get the most out of the product, with an accent on technical troubleshooting. Focus on hands-on problem solving, learning complex systems, and deepening technical skills in analytics, data collection, and web technologies.

Location: Hybrid

Company

hirify.global is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys.

What you will do

• Own and resolve complex technical issues involving data collection, implementation, session replay, masking logic, APIs, and third-party integrations.
• Support customers via tickets and written communication, providing clear, accurate, and empathetic responses.
• Collaborate with Product, Engineering, and Customer Success to escalate issues and follow through on resolutions.
• Document learnings, solutions, and known issues to improve team knowledge and efficiency.
• Learn the analytics ecosystem and develop strong product knowledge across Heap and hirify.global.
• Contribute ideas to improve processes, tooling, and the overall support experience.

Requirements

• 2+ years of experience in a technical support, customer-facing engineering, or solutions role.
• Solid foundation in JavaScript, HTML/CSS, and basic web concepts.
• Experience troubleshooting issues using tools like Chrome DevTools.
• Familiarity with APIs and basic SQL concepts.
• Strong written communication skills — clear, structured, and customer-friendly.
• A proactive learning mindset: you’re curious, adaptable, and comfortable asking questions.

Nice to have

• Exposure to digital analytics, tag management systems, or data instrumentation.
• Experience with support tools such as Zendesk, JIRA, or internal ticketing systems.
• Familiarity with Heap, hirify.global, or similar analytics platforms.
• Understanding of session replay, masking logic, SDK, or custom event instrumentation.

Culture & Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success