Enterprise Support Engineer (SaaS)

TL;DR

Enterprise Support Engineer (SaaS): Serving as a primary escalation point for advanced technical issues and acting as an initial point of contact for Premium Support customers with an accent on device management, security, and complex integrations. Focus on diagnosing performance issues using log analysis and debugging tools, collaborating with engineering teams to resolve bugs, and advocating for customer success within the organization.

Location: Hybrid in London, United Kingdom; must be based in or have authorization to work in the UK

Company

hirify.global provides mobile device management and security solutions, extending the Apple experience to the enterprise, healthcare, and education sectors.

What you will do

• Serve as the primary contact for Premium Support customers regarding advanced technical issues.
• Diagnose and resolve performance, configuration, and integration problems across the hirify.global product suite.
• Utilize logs and debugging tools for root cause analysis to optimize customer deployments.
• Collaborate with product development and engineering teams to identify bugs and provide feedback for improvements.
• Contribute to the creation and review of internal and external knowledge base articles and troubleshooting guides.
• Provide support for APIs and third-party integrations while building strong relationships with enterprise clients.

Requirements

• 3+ years of experience in technical support, preferably within a SaaS environment.
• Strong troubleshooting skills including log analysis, debugging, and system diagnostics.
• Experience with cloud infrastructure (AWS, Azure, GCP), SQL, and basic scripting (Python, Bash).
• Working knowledge of MDM administration and architecture relevant to hirify.global products.
• Excellent communication skills for translating complex technical information into clear, customer-friendly documentation.
• Must be based in the United Kingdom or hold sponsorship to live and work there.

Nice to have

• hirify.global 400 and/or 370 certification.
• Experience with CRM and support tools like ServiceNow or Intercom.

Culture & Benefits

• Flexible hybrid work environment focused on trust, respect, and ownership.
• Comprehensive benefits including 30 days of paid time off.
• 3 paid days of volunteer time off.
• Access to Benefit Plus cafeteria and Multisport card.
• Strong commitment to inclusive and supportive workplace culture.