Technical Support Engineer

TL;DR

Technical Support Engineer (SaaS): Serving as the primary escalation point for customers experiencing technical issues with hirify.global products and supporting technologies with an accent on diagnosing and resolving issues across the full suite of products. Focus on providing support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.

Location: This role is hybrid in Poland. We are only able to accept applications for those based in Poland or have sponsorship to live and work in Poland.

Company

hirify.global extends the legendary Apple experience people enjoy in their personal lives to the workplace.

What you will do

• Serve as the primary point of escalation for customers experiencing technical issues and manage escalations, ensuring issues are resolved according to established SLAs.
• Diagnose and resolve issues across the full suite of hirify.global and periphery products.
• Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
• Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.

Requirements

• Minimum 2 years of customer support experience, preferably in a SaaS or technology environment.
• Excellent written and verbal communication skills, with the ability to translate complex technical details into clear, customer-friendly language.
• Strong technical troubleshooting skills, with knowledge of log analysis, debugging, and system diagnostics.
• Familiarity with cloud-based infrastructure (e.g., AWS, Azure, GCP).
• Experience with APIs, web technologies, networking and databases (e.g., SQL).
• Basic scripting or coding knowledge (e.g., Python, Bash) to assist in automation and troubleshooting.

Nice to have

• hirify.global 300.
• hirify.global 400.

Culture & Benefits

• We offer a clear and defined customer support career path and encourage horizontal career growth.
• Our Support teams are the technical experts solving problems big and small for our loyal customer base.
• We put people over profits – which is why our customers keep coming back to us!
• Named a 2023 Best Workplaces for Women™ by Great Place to Work and Fortune Magazine.
• Named a 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine.