Senior Technical Support Engineer (Enterprise Business Critical Support)

TL;DR

Senior Technical Support Engineer (Enterprise Business Critical Support): Provide business-critical support and technical leadership for premium enterprise accounts with an accent on complex problem diagnosis, escalation management, and customer satisfaction. Focus on resolving advanced SaaS and on-premise product issues, driving process improvements, and mentoring peers.

Location: Hybrid in United States (Atlanta, Portland, Pleasanton, New York)

Salary: $90,000 - $115,000 per year

Company

hirify.global empowers regulated industry customers to manage risk and intelligence in digital communications, recognized for innovation and growth.

What you will do

• Provide business-critical support and act as designated support engineer for premium enterprise accounts.
• Diagnose, troubleshoot, and resolve complex software and system issues independently.
• Lead customer escalations and coordinate with SRE and engineering teams for issue resolution.
• Ensure SLA adherence and manage customer communications and case documentation.
• Promote self-service adoption and lead “shift left” initiatives to improve resolution rates.
• Train and mentor peers, participate in readiness planning for new product introductions.

Requirements

• Location: Must be based in the United States (Atlanta, Portland, Pleasanton, New York) with hybrid work format.
• 7+ years in support delivery or equivalent experience with advanced IT, networking, database, or SaaS/Cloud application support.
• Expertise in SQL, RDBMS, Linux, Elasticsearch; proficiency with CRM, JIRA, Confluence.
• Strong communication, problem-solving, time management, and critical thinking skills.
• May require US Citizenship for client data access.
• Preferred experience with scripting (Python, Bash, Java), monitoring tools (Datadog, Grafana), cloud platforms (AWS, GCP, Azure), and Kubernetes.

Culture & Benefits

• Collaborative environment valuing innovation, humility, and diversity.
• Use of latest AI/ML technologies and leading cloud infrastructure platforms.
• Recognition as a best place to work with focus on employee development.
• Global organization with commitment to authentic self-expression and inclusion.