Product Support Engineer (SaaS)

TL;DR

Product Support Engineer (SaaS): Resolving technical inquiries and guiding enterprise customers through identity verification and fraud detection solutions with an accent on API integration and system troubleshooting. Focus on managing the end-to-end support lifecycle, documenting complex bugs, and providing actionable product insights to engineering teams.

Location: Must be based in the U.S. (New York or East Coast preference)

Salary: $85,000–$94,000 USD, plus bonus and equity.

Company

hirify.global is an Identity Intelligence OS provider, delivering real-time verification and decisioning tools built for an adversarial AI era.

What you will do

• Resolve technical inquiries including code debugging, API integration support, and configuration optimization.
• Guide customers through complex identity verification, biometric matching, and fraud detection workflows.
• Assist developers with SDK and API implementations across iOS, Android, and Web platforms.
• Triage and document technical bugs while maintaining clear communication and internal SLAs.
• Analyze support trends to provide the product team with insights for future roadmap development.

Requirements

• 5+ years of experience in SaaS Enterprise-level support.
• Must be based in the U.S. (New York or East Coast preference).
• Understanding of API structures, webhooks, and cloud-based architecture.
• Familiarity with modern dev tools like JavaScript, Swift, Kotlin, Docker, and Postman.
• Experience with CRM and ticketing systems such as Salesforce, Slack, and Jira.

Nice to have

• Previous experience with identity verification platforms.
• Knowledge of document security features.
• Fluency in multiple languages.

Culture & Benefits

• High-performance, people-first culture focused on professional growth.
• Comprehensive health benefits package.
• 401(k) retirement plan with employer match.
• Unlimited PTO policy built on trust and accountability.