Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer (SaaS/Cloud): Providing expert-level technical assistance and resolving complex product issues for customers with an accent on cloud infrastructure, APIs, and integrated software solutions. Focus on troubleshooting critical incidents, performing root cause analysis, and collaborating with engineering teams to improve product performance and customer experience.

Location: Must be based in or able to work from Williamsville, NY, USA

Salary: $56,000–$89,600 per year

Company

hirify.global is a leading global technology company that plays a vital role in the IT sales channel, connecting manufacturers and cloud providers with businesses worldwide.

What you will do

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve technical issues across software, APIs, integrations, and infrastructure.
• Conduct root cause analysis and partner with engineering on bug fixes and feature requests.
• Lead incident response and participate in on-call rotations for critical issues.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Identify support trends to drive continuous product and process improvements.

Requirements

• 4–7+ years of experience in technical support or similar customer-facing roles.
• Deep experience with SaaS platforms, cloud services (AWS/Azure), APIs, and database technologies.
• Proven troubleshooting skills in Linux environments and web technologies (DNS, HTTP, SSL).
• Strong analytical and problem-solving skills with the ability to think critically under pressure.
• Excellent verbal and written English communication skills.
• Must be legally authorized to work in the United States.

Nice to have

• Microsoft Azure or ITIL certifications.
• Experience with orchestration tools like Docker and Kubernetes.
• Programming experience in Bash, Python, or PowerShell.
• Proficiency with JIRA and Confluence.

Culture & Benefits

• Comprehensive healthcare benefits, including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Paid time off, parental leave, and disability insurance.
• Participation in merit increases and potential incentive programs.
• Opportunity to work in a fast-paced environment with a global technology leader.