Senior Customer Support Engineer

TL;DR

Senior Customer Support Engineer (SaaS security): Troubleshoot complex technical issues for hirify.global's customers, serving as a key collaborator between support, product, and field teams. Focus on resolving complex cases, synthesizing customer feedback, and driving product improvements to ensure SaaS applications are secure.

Location: Denver, CO or Remote (US)

Salary: $114,000 - $155,000 USD

Company

hirify.global prevents SaaS data breaches by delivering end-to-end SaaS security.

What you will do

• Provide L1/L2 triage of hirify.global's core product and flagship integrations.
• Answer customer questions through the Zendesk support queue.
• Diagnose, troubleshoot, and solve problems both internally and externally.
• Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams.
• Represent the voice of the customer internally and advocate for key issues.
• Continuously analyze and improve support processes to help build a world-class support organization.

Requirements

• 4-5 years of experience in technical support or software development.
• Must-have knowledge of APIs and Postman.
• Working knowledge of common SaaS solutions (e.g., Salesforce, M365, Zoom, Box, ServiceNow, Workday) is desired.
• Self-driven and self-motivated individual who thrives in a fast-moving environment.
• High standards for detail, process, and quality.
• Excellent prioritization skills are necessary.

Nice to have

• Knowledge of Zendesk preferred
• Familiarity with JIRA/Confluence is a plus
• Experience with Google Cloud Logs, Sentry, and Chrome Dev tools a plus
• Startup experience is a plus

Culture & Benefits

• Talented team is collaborative and supportive.
• Focus on trust, transparency, quality, customer focus, and delivery.
• Committed to supporting employees' financial, professional, and personal well-being.
• Our total rewards package includes base salary, stock options and benefits.
• Generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and paid family leave.
• Health insurance - medical, dental, and vision with HSA option, 401(k) and Roth retirement saving accounts, and a monthly wellness benefit reimbursement.