Technical Support Engineer

TL;DR

Technical Support Engineer: Overseeing and resolving technical issues across all support tiers for a billing infrastructure platform with an accent on establishing SLAs, improving support workflows, and leveraging data for continuous improvement. Focus on becoming an expert on the hirify.global platform and its use cases in usage-based billing, and acting as a key interface between customers, product, and engineering.

Location: Hybrid, in San Francisco (US West Coast business hours required)

Salary: $110,000–$155,000

Company

hirify.global is transforming how modern AI and software companies monetize at scale by building next-generation billing infrastructure that turns complex usage-based pricing into a competitive advantage.

What you will do

• Resolve inbound issues and manage internal ticketing processes with cross-functional teams.
• Establish and report on SLAs for customer responsiveness and resolution time.
• Collaborate with Customer Success, Product, and Operations on support tool requirements.
• Leverage data to drive continuous improvement in support, engineering, and product.
• Build internal playbooks, SOPs, and the support knowledge base.
• Become an expert on the hirify.global platform and usage-based billing industry trends.

Requirements

• 3+ years of experience in a highly technical customer support/service role.
• Excellent written and spoken communication.
• Comfortable writing scripts or internal tools leveraging APIs.
• Functional knowledge of SQL and familiarity with AWS.
• Experience programming in Typescript or Python.
• Ability to work US west coast business hours.

Nice to have

• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue.
• Takes initiative and learns new technologies with little guidance.
• History of using data to drive improvements in customer experience or operational efficiency.
• Forward-thinking mindset in leveraging new technology for customer support.

Culture & Benefits

• Hybrid work culture with 3 days/week in office.
• Company values: customer centricity, minutes matter, run with it, and attention to detail.
• Excellent medical, dental, and vision insurance.
• Unlimited PTO plus an additional week off between Christmas and New Year’s.
• 401k plan.
• 16-week paid parental leave with equity vesting.
• Annual learning & development stipend.