Sr. Technical Support Engineer (SaaS)

TL;DR

Sr. Technical Support Engineer (SaaS): Providing expert-level technical assistance to customers by solving complex product issues and contributing to continuous product and process improvement with an accent on software, APIs, integrations, and infrastructure. Focus on collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.

Location: Remote

Company

hirify.global is a company looking for a Senior Technical Support Engineer to join their team.

What you will do

• Respond to complex inbound Technical service requests over the phone and email directly with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Identify support trends and partner with Product & Engineering on long-term solutions.
• Triage to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams.

Requirements

• 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role.
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• Good verbal and written professional communication, fluent in English.

Nice to have

• ITIL certification.
• Microsoft Azure certification.
• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP.
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL.
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes.

Culture & Benefits

• Passion for driving exceptional customer experience.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Eager to learn new technologies.
• Self-motivated and proactive in performing duties.
• Flexibility working some weekends and later hours to help fulfill a 24x7 business.