Technical Support Engineer

TL;DR

Technical Support Engineer (Backend Development): Investigating and resolving highly technical, escalated customer issues within hirify.global's code base with an accent on software engineering skills, API design, and data scripting. Focus on building internal tools, fixing bugs, and reviewing code to improve product functionality and reduce support volume.

Location: Hybrid in Bucharest, Romania

Company

hirify.global is a leading customer engagement platform that helps brands deliver personalized customer experiences through cross-channel messaging and AI-powered decisioning.

What you will do

• Function as the primary technical escalation point for various customer-facing teams.
• Investigate and resolve highly technical, escalated customer issues leveraging software engineering skills and in-depth product knowledge.
• Review customer SDK integration code and build custom data export and migration scripts.
• Collaborate closely with the Product Engineering team, mastering product areas to build internal tools, fix bugs, and review code.
• Advise the Product team by identifying recurring customer issues and developing product solutions to reduce support volume and improve the product.
• Share engineering knowledge by crafting in-depth technical troubleshooting guides and enabling customer-facing teams.

Requirements

• BS in Computer Science or equivalent coding bootcamp or technical experience.
• 2-3 years of professional (or equivalent) experience developing and optimizing web and/or mobile applications, with a focus on performance and scalability.
• Strong understanding of distributed systems, data structures and algorithms.
• Professional (or equivalent) experience with Ruby, Rails, Swift, Objective-C, Java, Kotlin, APIs, HTML, CSS, and JavaScript.
• Experience supporting technical products, preferably within a SaaS B2B environment, utilizing case management tools such as Salesforce or Jira Service Desk.
• Ability to be part of an “on call” after-hours rotation team.

Nice to have

• Experience with MongoDB, PostgreSQL, Redis, Sidekiq, React, or TypeScript.
• Experience with Postman, Snowflake, or Kibana.
• Experience with Agile processes.

Culture & Benefits

• Competitive compensation that may include equity, retirement, and employee stock purchase plans.
• Flexible paid time off and comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Family services that include fertility benefits and equal paid parental leave.
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
• A curated in-office employee experience designed to foster community, team connections, and innovation.
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching.
• Supportive Employee Resource Groups and a collaborative, transparent, and fun culture.