Support Operations Engineer II (SaaS)

TL;DR

Support Operations Engineer II (SaaS): Managing complex customer support operations for a headless CMS platform with an accent on billing, account management, and process optimization. Focus on resolving advanced customer issues, collaborating across teams, and mentoring junior team members to improve support quality and scalability.

Location: Remote (El Salvador) - This is a global remote organization.

Company

hirify.global is a headless CMS platform empowering marketers and developers to deliver structured, consistent content across all digital channels.

What you will do

• Handle complex and escalated tickets related to billing, account setup, and platform integrations.
• Independently troubleshoot technical issues to meet strict SLA requirements.
• Provide expert product guidance and best practices to customers.
• Collaborate with internal technical support, sales, and account management teams.
• Identify process inefficiencies and document internal workflows to improve operations.
• Mentor and support junior team members to foster their professional growth.

Requirements

• Minimum 3 years of experience in Customer Support or Success, ideally within a B2B SaaS environment.
• Fluent in English with excellent written and verbal communication skills.
• Proven ability to work autonomously in a fully remote environment.
• Strong problem-solving, organizational, and documentation skills.
• Experience with Stripe and Headless CMS platforms is preferred.

Culture & Benefits

• Flexible work schedules with a focus on work-life balance.
• Monthly remote work stipend for home office expenses and electricity.
• Personal development fund for books, courses, and conferences.
• 25 days of annual leave plus local national holidays.
• Virtual Stock Option Plan (VSOP).
• Annual international team-building trips and regular online get-togethers.