Customer Support Engineer

TL;DR

Customer Support Engineer: Assisting customers with hirify.global-related issues, troubleshooting, and resolving problems, with an accent on API-based SaaS integrations and web/mobile application functionality. Focus on debugging, detailed error reporting, and cross-functional collaboration to drive product and service improvements.

Location: This role is based out of Denver, CO, with working hours of 7a - 4p MST. The Customer Support team goes into our beautiful office in downtown Denver once a week.

Salary: $87,000-$117,000

Company

hirify.global is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale by blending composability with native AI capabilities.

What you will do

• Help customers and teammates resolve hirify.global-related issues via tickets and real-time discussions.
• Troubleshoot, reproduce customer issues, and file bugs with the Engineering team.
• Work cross-functionally to drive product, process, and service improvements.
• Build process or troubleshooting documentation in the support knowledge base and customer-facing documentation.
• Participate in an on-call rotation to assist customers outside of normal working hours.
• Actively participate in meetings with various teams and customers to ensure success with hirify.global.

Requirements

• Minimum 4 years of experience in customer-facing support processes and tools like ticketing systems.
• Experience working with APIs and API-based SaaS integrations.
• Good understanding of how web and mobile applications are built and work.
• Confidence with common UNIX-like command-line tools and ability to read server logs.
• Software development exposure/troubleshooting experience in JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift is preferred.
• Strong problem-solving skills and ability to clearly explain concepts.
• Experience working with global teams and an open mindset to cultural diversity.
• Excellent English communication skills, both verbal and written.

Culture & Benefits

• Opportunity to share in the success of the company through Stock Options.
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% for dependents.
• Fertility and family building benefits.
• Generous paid time off, including vacation, sick, compassion, education, and volunteer days.
• Company-paid parental leave.
• Annual education budget for skill improvement and career growth.
• Access to virtual and in-person events, workshops, and team activities.
• Annual wellbeing stipend for physical, financial, or emotional health.
• Monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.