Principal Support Engineer

TL;DR

Principal Support Engineer: Drives rapid resolution of complex customer issues and escalations for distributed SaaS platforms with an accent on deep technical troubleshooting, API analysis, and Datadog monitoring. Focus on collaborating with engineering and product teams to eliminate root causes, improve MTTR, and enhance customer experience.

Location: Must be based in Spain (Barcelona or Santander)

Company

hirify.global is a global leader in technology and supply chain services, focused on maximizing the value of technology for businesses worldwide.

What you will do

• Perform hands-on technical troubleshooting using Datadog, API tools, and distributed log tracing.
• Lead high-severity customer and vendor escalations, ensuring timely communication and SLA adherence.
• Collaborate with Engineering to deliver and validate permanent root-cause fixes.
• Partner with Product to identify platform gaps and areas for workflow improvement.
• Analyze MTTR performance, SLA trends, and operational bottlenecks, publishing metrics and insights.
• Develop SOPs, escalation workflows, and troubleshooting guides to improve support operations and identify automation opportunities.

Requirements

• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
• Expertise with Datadog (log search, traces, monitors, dashboards).
• Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
• Experience diagnosing distributed systems, integrations, and SaaS platform behavior.
• Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.
• Strong working knowledge of MTTR, incident management, and technical support KPIs.
• English: B2 required.
• Work authorization for Spain required.

Culture & Benefits

• High-visibility individual contributor role requiring strong ownership and urgency.
• Focus on elevating overall customer experience and driving significant MTTR improvements.
• Opportunity to contribute to workflow, automation, and SOP enhancements.
• Collaborative environment working closely with Engineering, Product, and external vendors.