Technical Support Engineer

TL;DR

Technical Support Engineer (Customer Support): Provide technical assistance and support to customers primarily via email and live chat, focusing on troubleshooting, process improvement, and collaboration with product and customer success teams. Focus on diagnosing complex customer issues, improving support workflows, and delivering exceptional customer experience in a SaaS environment.

Location: Remote within North America (USA)

Salary: $70,000 USD per year

Company

hirify.global powers automated communication for over 8,000 companies, enabling smarter, relevant messaging through real-time behavioral data.

What you will do

• Communicate directly with customers via Support Center, email, and live chat to resolve technical issues.
• Triage diverse support tickets and work on process improvements.
• Collaborate regularly with Product and Customer Success teams.
• Help customers onboard and achieve their business goals using the platform.
• Use tools like Zendesk, Linear, and Zapier to manage support workflows.
• Participate in team communication via Notion, Slack, Zoom, and Roam sessions.

Requirements

• Must be based in North America (USA) and able to work starting at 7:00am or 8:00am EST.
• Experience in technical support or customer-facing roles.
• Familiarity with live channel support and basic programming concepts (API, variables, if-else, loops).
• Excellent written and verbal communication skills.
• Previous experience with SaaS companies or technical platforms.
• Ability to work effectively in a fast-paced team environment.

Nice to have

• Experience with Marketing Automation or email marketing tools.
• Knowledge of JavaScript.

Culture & Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employees and families.
• 16 weeks paid parental leave and unlimited PTO.
• Stipends for remote work and wellness.
• Professional development budget.
• Inclusive and empathetic team culture.

Hiring process

• 30-minute Zoom call with Recruiter.
• 45-minute Zoom call with Hiring Manager.
• 45-minute Homework Review Call with Team.
• Background check and employment verification before final offer.