Technical Support Engineer (API)

TL;DR

Technical Support Engineer (API): Providing differentiated support services for the hirify.global Platform, focusing on escalated and complex technical issues and the customer voice. Focus on bug identification, validation, documentation, and collaborating closely with Product Management and Engineering on new product development.

Location: This position will be in office 3 days a week at our Atlanta office

Salary: $85,000 - $105,000 a year

Company

hirify.global is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team.

What you will do

• Handle escalated and complex technical issues from customers
• Identify, validate, and document bugs, working with Engineering to triage and prioritize submissions
• Contribute to continuing education for Technical Support Engineers
• Collaborate closely with Product Management and Engineering on new product development and representing customer workflows and overall customer voice
• Serve as a single point of contact for large customer accounts, while leveraging the broader supporting team across the world to deliver quick and effective solutions to customer issues
• Be a primary resource for API & Developer Support issues from internal & external customers

Requirements

• Minimum 5+ years of experience in Customer Support and/or Tech Support
• Experience providing technical support to partners, developers, and administrators who build/support integrations leveraging SaaS APIs
• Ability to communicate technical issues to non-technical individuals up to and including C level executives
• Take control of escalated customer issues from front line support staff and see problems through to resolution
• You’re a natural leader, and see yourself growing as our team expands

Nice to have

• 2+ years providing Advanced API Support, Developer Support, and/or Custom Integration Solutions to customers
• Experience with our technical stack: Ruby on Rails, Node.js, Elixir (or comparable functional language such as Golang), ElasticSearch, MySQL, AWS, Docker and Kubernetes.
• You have experience working with machine learning
• You have experience with the technologies we use, including...Salesforce/Dynamics, Gmail, Zendesk, Slack, VOIP, Jira, Tableau, Monitoring/Logging tools such Splunk, Kibana, DataDog, Wavefront, etc.

Culture & Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Employee referral bonuses to encourage the addition of great new people to the team