Technical Support Engineer

TL;DR

Technical Support Engineer (Software): Delivering responsive, high-quality support to customers across our software portfolio with an accent on issue resolution, documentation, and knowledge base contribution. Focus on troubleshooting product installation, performance, configuration, and integration issues.

Location: Based in Austin, Raleigh, Toronto, or Denver, and candidates should reside within reasonable commuting distance, as this role requires on-site presence at least three days per week.

Salary: $60,000 to $80,000

Company

hirify.global is on a mission to Raise The Bar™️ for the legal profession by delivering transformational and globally-trusted solutions to law firms and corporate legal teams worldwide.

What you will do

• Deliver end-to-end case management: intake, troubleshooting, resolution, and closure with proactive updates and SLA adherence.
• Troubleshoot product installation, performance, configuration, and integration issues.
• Reproduce customer-reported issues using lab environments to isolate root cause and validate fixes.
• Perform real-time support sessions via phone, screen share, or chat to analyze and remediate customer systems.
• Collect logs and technical diagnostics; analyze and summarize key findings.
• Collaborate with Product, Engineering, and Customer Success teams to ensure shared context and coordinated resolution.

Requirements

• Bachelor's degree in computer science, Information Technology, or equivalent experience.
• 1 - 3 years of experience in technical product support, preferably in a SaaS or enterprise environment.
• Experience in legal tech, document lifecycle software, or Microsoft Office integrations is an advantage.
• Ability to work rotating shifts to support global customers, including after-hours/on-call rotation as needed.
• Strong troubleshooting skills across software, systems, and user environments (OS, networking, databases).
• Familiarity with support case management systems (e.g., Salesforce/ServiceCloud).

Culture & Benefits

• We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment.
• Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact.
• Global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together.
• Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance.
• We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles.