Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Solving complex customer problems related to hirify.global's software and SDKs, providing product guidance and troubleshooting, with an accent on engaging with developers on open-source channels and improving support documentation. Focus on reducing response times, scaling support needs, and ensuring customer satisfaction through technical expertise and communication.

Location: Hybrid in Vienna, Austria, with in-office anchor days on Mondays, Tuesdays, and Thursdays.

Salary: €63,000 gross per year

Company

hirify.global builds performance and error monitoring tools to help developers write better software faster, with over $217 million in funding.

What you will do

• Become a hirify.global product expert and answer inbound support requests.
• Contribute to community and social support channels.
• Triage, reproduce, and report product bugs; monitor escalations to engineering.
• Manage customer feedback in open-source repositories.
• Provide real-time support via chat, email, and video calls during business hours.
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage.

Requirements

• 8+ years of experience in technical customer support or similar roles in software/SaaS.
• Proficiency with Python and/or JavaScript, plus other dynamic languages (e.g., Ruby, PHP).
• Experience with modern frameworks (e.g., Django, Flask, Node.js, React).
• Understanding of modern software development practices and tools (e.g. CI/CD, APIs, microservices, front-end vs. back-end development, observability, debugging, performance monitoring).
• Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions.
• Excellent written and oral communication skills (English B2 required).

Nice to have

• Open Source contributions.
• Prior experience working as a software developer.

Culture & Benefits

• Hybrid work model with in-office anchor days (Mondays, Tuesdays, and Thursdays) to encourage meaningful collaboration.
• Opportunity to help developers write better software faster and enjoy technology.
• Opportunity to participate in hirify.global’s employee benefit plans/programs (including incentive compensation, equity grants, paid time off, and group health insurance coverage).
• Commitment to providing equal employment opportunities and reasonable accommodations for disabilities.
• Strive to build a diverse team with an inclusive culture where every teammate can thrive.