Technical Support Engineer

TL;DR

Technical Support Engineer (SaaS): Providing direct technical support for the hirify.global app, diagnosing and resolving complex issues, and collaborating with cross-functional teams. Focus on improving efficiency, reducing escalations, and enhancing overall team performance within a fast-paced SaaS environment.

Location: Must be based in Utah only.

Company

hirify.global is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms.

What you will do

• Provide direct technical support for complex issues related to the hirify.global app.
• Collaborate with Tier 2 Support to ensure smooth escalations and prompt resolutions.
• Work with Support, Product, CX, and Engineering teams to address high-priority issues.
• Provide feedback on trends and recurring issues to drive improvements in the product.
• Manage customer escalations, working with Customer Success and Account teams to mitigate churn risk.
• Assist in creating and updating knowledge base documentation for technical issues and solutions.

Requirements

• 1 to 2 years of experience as a Technical Support Engineer (TSE).
• Strong understanding of SaaS environments and web applications.
• Experience with ticketing and customer communication tools such as Intercom and Jira.
• Ability to prioritize and manage multiple tasks effectively, while remaining hands-on with customer escalations.
• Excellent written and verbal communication skills.
• Experience working cross-functionally in a fast-paced environment.

Nice to have

• Basic SQL knowledge and experience using network diagnostic tools like Sentry or DataDog.
• Familiarity with accounting software or a background in working with SaaS products.

Culture & Benefits

• Flexible Paid Time Off and 10 company holidays.
• Health Benefits including Medical, Dental, and Vision and an HSA Match.
• 401(k) with 100% match up to 3% of your contribution.
• Access to Impact Suite & Employee Assistance Program (EAP) for mental health.
• Paid New Parent Leave & Birthing Parent Leave.
• Nectar peer-to-peer recognition program.

Hiring process

• 20-minute phone call with the People Team.
• 45-60-minute video or in-person interview with the Hiring Manager.
• 1-3 rounds of interviews, depending on the role.