Technical Support Engineer

TL;DR

Technical Support Engineer: Providing direct technical support for the hirify.global app and collaborating with cross-functional teams to resolve complex technical problems and drive process improvements. Focus on diagnosing escalated issues, coaching support staff, and providing feedback to product and engineering for continuous improvement.

Location: Hybrid (Utah only)

Company

hirify.global is a fast-growing SaaS company building simple, efficient software for accounting firms, aiming to revolutionize the accounting space.

What you will do

• Provide direct technical support by diagnosing and resolving complex technical problems related to the hirify.global app.
• Work with Tier 2 Support to ensure smooth escalations and prompt resolutions.
• Coach Technical Support Engineers on best practices for troubleshooting and customer interaction.
• Act as a point of contact for cross-departmental collaboration with Product, CX, and Engineering.
• Provide feedback to Engineering and Product teams regarding trends and recurring issues.
• Manage customer escalations, working with Customer Success and Account teams to mitigate churn risk.

Requirements

• 1 to 2 years of experience as a Technical Support Engineer.
• 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.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent written and verbal communication skills.

Nice to have

• Basic SQL knowledge.
• 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% company match up to 3% of your contribution (immediate eligibility, 100% vesting).
• Mental Health support via Impact Suite & Employee Assistance Program (EAP).
• Paid New Parent Leave & Birthing Parent Leave.
• Company events including monthly company-wide meetings and summer parties.

Hiring process

• Application review for mutual fit.
• 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, followed by a final interview.