Support Engineer (AMER)

TL;DR

Support Engineer (AMER): Providing world-class developer support for users experiencing issues or seeking guidance with the hirify.global platform, with an accent on minimizing time to fix and escalating complex cases. Focus on triaging support cases, monitoring feedback channels, and identifying internal tooling improvements.

Location: Remote (required location in North American time zones)

Company

hirify.global is a Postgres development platform providing a complete backend solution including Database, Auth, Storage, Edge Functions, Realtime, and Vector Search.

What you will do

• Provide initial and timely responses to all support cases for a variety of topics, from billing or pre-sales requests to optimization or implementation questions.
• Triage support cases, directing users to documentation/examples or escalating to specific technical or business team members.
• Monitor multiple feedback channels, including GitHub Issues & Discussions.
• Identify opportunities for internal tooling development to improve support efficiency.
• Reproduce issues, create test cases, and improve test coverage if experienced in testing.

Requirements

• 3+ years of experience providing developer support to technical customers.
• Proficiency in SQL (ideally PostgreSQL) and comfortable with complex queries.
• Excellent communication skills and fluency in English (C1).
• Skilled in using Linux/Unix operating systems and the command line.
• Experience working with GitHub Issues and Discussions.

Nice to have

• Familiarity with JavaScript frameworks like React, Vue, and Svelte and some experience with Node.js.
• Database administration experience.
• Degree in Computer Science.

Culture & Benefits

• Fully remote work with a globally distributed team and provided WeWork membership or co-working allowance.
• Equity ownership (ESOP) for every team member.
• Tech allowance to set up your ideal work environment.
• 100% health insurance coverage for employees and 80% for dependents.
• Annual company off-sites for connection, collaboration, and fun.
• Flexible, asynchronous work environment with trust to manage your own time.
• Annual education allowance for professional development.

Hiring process

• Apply and application review.
• Short video chat for an Intro Call.
• Up to four interviews with founders, future teammates, and cross-functional team members.
• Decision.