Enterprise Support Engineer

TL;DR

Enterprise Support Engineer (Apple, SaaS): Serving as a primary escalation point for advanced technical issues for Premium Support customers and partners, ensuring successful deployment and retention. Focus on diagnosing and resolving complex issues across hirify.global products, leveraging root cause analysis, and collaborating with product development for continuous improvement.

Location: Hybrid in Taipei, Taiwan. Must be based in Taipei and have sponsorship to live and work in Taipei.

Company

hirify.global is a product company that extends the Apple experience to the workplace by providing device deployment, management, and security solutions for Mac, iPad, iPhone, and Apple TV.

What you will do

• Serve as the primary point of contact for Premium Support customers regarding technical issues.
• Diagnose and resolve issues related to product performance, configurations, custom setups, and integrations using logs and debugging tools.
• Collaborate with product development and engineering teams to identify bugs and provide feedback for improvements.
• Maintain and increase customer satisfaction by keeping them informed and addressing challenges.
• Provide support for customers using APIs and third-party integrations, assisting with implementation and troubleshooting.
• Contribute to internal and external knowledge bases and stay current on new features and industry trends.

Requirements

• Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment.
• Fluency in both Chinese and English proficiency (verbal/written), including professional corporate communication.
• Strong technical troubleshooting skills, including log analysis, debugging, and system diagnostics.
• Familiarity with cloud-based infrastructure (AWS, Azure, GCP), APIs, web technologies, networking, and databases (SQL).
• Basic scripting or coding knowledge (Python, Bash) to assist in automation and troubleshooting.
• Ability to work 3 days per week in the Taipei office and have sponsorship to live and work in Taipei.

Nice to have

• 4 Year / Bachelors Degree.
• hirify.global 400, hirify.global 370 Certifications.

Culture & Benefits

• Open, flexible culture based on respect and trust, with a focus on work-life balance.
• Clear and defined customer support career path with opportunities for horizontal growth.
• Making a real and meaningful impact for a global customer base.
• Commitment to supporting the continual improvement of Apple in the workplace.
• Emphasis on selflessness, relentless self-improvement, and personal growth.
• Inclusive & supportive work environment committed to diversity.