Technical Support Engineer

TL;DR

Technical Support Engineer: Providing responsive and exceptional technical support to customers of an AI contracting platform with an accent on evaluating, troubleshooting, and documenting product bugs. Focus on enhancing the customer experience, improving the product roadmap, and developing support process improvements.

Location: Hybrid in New York City or San Francisco, United States. This role requires US work authorization.

Compensation: $99,000–$124,000

Company

hirify.global is the leading AI contracting platform that transforms agreements into assets, unifying the entire contract process on one intelligent platform.

What you will do

• Provide responsive and exceptional support to new and existing customers via email and phone.
• Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering.
• Work cross-functionally with Customer Success Managers and Legal Engineers.
• Identify and author knowledge base articles for product features and FAQ's.
• Leverage customer interactions to help improve product roadmap and customer experience.
• Develop and document best practices for support process improvements and triaging product feedback.

Requirements

• 2+ years of experience in a customer service and/or technical support role.
• Strong technical aptitude and exceptional communication skills (written and verbal).
• An empathetic mindset with the drive to advocate for customers.
• Ability to appropriately prioritize and escalate customer issues.
• Excellent troubleshooting and deep analytical skills.
• Experience and desire to work cross-functionally.

Culture & Benefits

• 100% health coverage for employees and 75% for dependents.
• Market-leading leave policies, including gender-neutral parental leave.
• Paid time off (take the time you need, when you need it).
• Monthly stipends for wellbeing, hybrid work, and cell phone use.
• Mental health support through Modern Health.
• 401(k) plan with employer match for US employees.