Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS): Providing rapid response and resolution to complex customer inquiries for enterprise and SaaS-hosted solutions with an accent on root cause analysis, troubleshooting, and solution development. Focus on ensuring timely resolution, managing critical accounts, and collaborating with SRE and Engineering teams to drive issue resolution.

Location: May require US Citizenship for access to and handling of client data. Local cost of living assessments are done for each new hire at the time of offer.

Salary: $76,000–$84,000 a year

Company

hirify.global empowers organizations in regulated industries to manage risk and leverage intelligence in digital communications.

What you will do

• Provide frontline or backline support for Enterprise and SaaS-hosted solutions.
• Diagnose, troubleshoot, and resolve complex software or system issues independently.
• Adhere to SLAs for initial response and timely resolution of customer cases.
• Manage cases, provide timely customer updates, and ensure ultimate resolution.
• Engage with SRE and Engineering teams, handling customer-facing communications.
• Capture, reuse, and share knowledge using KCS practices and promote self-service offerings.

Requirements

• College degree in a technical field or equivalent experience.
• Minimum 2 years in a support delivery role or 4+ years industry experience.
• Experience with IT, networking, database, or SaaS/Cloud application support.
• Excellent verbal, written, and interpersonal communication skills.
• Expert-level diagnosis and problem-solving abilities.
• Proficient in CRM systems (Salesforce), Microsoft applications, JIRA/Confluence.
• US Citizenship may be required for client data access.

Nice to have

• On-premises support experience.
• Industry certifications in Windows, Linux, RDBMS, or AWS.

Culture & Benefits

• Company values lifelong learners, innovation, humility, and humor.
• Culture emphasizes collaboration with popular communication platforms and cloud infrastructure.
• Utilizes AI/ML technology to break new ground at scale.
• Global organization that values diversity and authentic self-expression.
• Recognized by Comparably.com as a Best Place to Work.