Customer Support Engineer

TL;DR

Customer Support Engineer: Helps customers building websites, apps, and other digital experiences using cutting-edge technologies with an accent on identifying and researching issues, and then troubleshooting and helping resolve those issues. Focus on resolving the issues which they run into both efficiently and effectively.

Location: 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.

What you will do

• Help customers and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed error reporting, and documentation to provide first response, technical troubleshooting, and resolutions.
• Work cross-functionally to drive product, process, and service improvements.
• Build process or troubleshooting documentation in the support knowledge base as well as customer-facing documentation while maintaining communication standards.
• Actively participate in meetings with various teams as well as customers to contribute to both team and customer success with hirify.global.
• Participate in an on-call rotation to assist customers outside of normal working hours

Requirements

• Minimum 4 years of previous experience with a direct contribution in support and/or customer-facing processes and tools.
• Experience working with APIs and API-based SaaS integrations required.
• A good understanding of how web applications and mobile apps are built and work.
• Confidence with common UNIX-like command-line tools.
• Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift) preferred.
• Excellent English communication skills, both verbal and written
• Customer-centered, high level of empathy, and cross-team collaboration mindset

Culture & Benefits

• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
• Company paid parental leave to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical, financial, or emotional health