Support Engineer (SaaS/API)

TL;DR

Support Engineer (SaaS/API): Assisting hirify.global customers with complex technical issues, acting as a bridge between support and engineering with an accent on debugging, troubleshooting, and managing escalations. Focus on creating world-class customer experiences, minimizing resolution times, and ensuring efficient engineering engagements during incidents.

Location: Hybrid in Denver, CO, San Francisco, CA, Nashville, TN, or Santiago, Chile. Individuals are expected to work from the office 3 days a week. A relocation stipend may be available for those willing to relocate to a hirify.global hub location.

Salary: $73,000–$91,000 USD (Denver, CO)

Company

hirify.global is a product company building a data platform to power safe and fair decisions, recognized on Forbes Cloud 100 and as a Y Combinator Breakthrough Company.

What you will do

• Handle complex debugging and troubleshooting for technical issues in production.
• Act as the primary contact between engineering, customers, and customer-facing teams, managing escalations in Jira.
• Participate in a 24/7 on-call rotation as a customer communication liaison during incidents.
• Provide quality technical support using Salesforce and conduct deep-dive investigations with tools like DataDog, Snowflake, and API logs.
• Utilize pre-written scripts and runbooks for complex manual support tasks.
• Contribute to internal team documentation in Confluence to foster continuous learning.

Requirements

• 2+ years of experience in a customer-facing technical role in a SaaS company, with hands-on experience with APIs and technical support for API products.
• Demonstrated skills in technical troubleshooting, debugging, and collaboration with engineering teams, using tools like cURL and Postman.
• Exceptional communication skills to explain complex information to non-technical audiences.
• Strong proficiency in SQL and basic understanding of engineering principles.
• Experience with observability tools like Datadog or Prometheus.
• High level of English proficiency is required.

Nice to have

• Familiarity with Python and Ruby on Rails.

Culture & Benefits

• Fast-paced and collaborative environment.
• Learning and development allowance.
• Competitive cash and equity compensation with opportunities for advancement.
• 100% medical, dental, and vision coverage.
• Up to $25K reimbursement for fertility, adoption, and parental planning services.
• Flexible PTO policy and monthly wellness stipend.