Technical Support Engineer

TL;DR

Technical Support Engineer: Solving technical challenges for customers using an AI incident response platform with an accent on delivering world-class customer experience for inbound support and capturing product feedback. Focus on handling complex technical issues, collaborating with engineering to debug integrations, and expanding technical support processes.

Location: Hybrid in London, United Kingdom. You must be able to commit to 3 days in the office per week. Work authorization for the United Kingdom is required.

Salary: £80,000–£107,000

Company

hirify.global is a fast-growing AI incident response platform that helps over 1,500 companies reduce incident response time and improve reliability.

What you will do

• Deliver world-class customer experience for inbound support questions.
• Act as the voice of the customer, capturing product feedback and feature requests for Product and Engineering.
• Handle technical challenges that arise with customers in partnership with Customer Success Managers.
• Expand technical support processes in collaboration with the Head of Technical Support.
• Resolve customer technical issues directly with Engineering, including debugging integrations and working with APIs.

Requirements

• Proven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems.
• Able to write code proficiently enough to tackle technical challenges.
• Able to communicate complex technical information clearly and simply.
• Love products and are keen to understand how they work and how different parts interact with one another.
• You are smartly persistent; have a knack for knowing when to dig deep and when to move on.

Culture & Benefits

• Market leading private medical insurance.
• Generous parental leave.
• First Friday of the month off.
• Generous annual leave/PTO allowance.
• Competitive salary and equity.
• Remote working and personal development budget.
• Enhanced pension/401k.

Hiring process

• You can apply for up to 3 positions within a 60-day window.
• If a role isn't the right fit, wait 90 days before reapplying for the same position.