Senior Technical Support Engineer (SaaS)

Формат работы

hybrid

Тип работы

fulltime

Грейд

senior

Английский

Страна

Argentina

Вакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:

TL;DR

Senior Technical Support Engineer (SaaS): Leading technical issue resolution and triage for the nonprofit-focused platform with an accent on complex troubleshooting and inter-team communication. Focus on managing escalated cases, mentoring support staff, and bridging the gap between technical teams and customer account management.

Location: Must be based in or able to work from Buenos Aires, Argentina

Company

hirify.global is a mission-driven global community platform dedicated to helping individuals and nonprofits raise funds for various causes.

What you will do

Manage escalated support cases and ensure high-quality queue health for enterprise accounts.
Act as a liaison between Customer Support and technical teams to resolve complex platform defects.
Write detailed, reproducible JIRA tickets and maintain internal technical documentation.
Mentor and coach Level 1 and Level 2 support engineers on troubleshooting workflows.
Collaborate with technical account managers to oversee critical support experiences.
Perform database updates and identify root cause areas within the codebase.

Requirements

3–5 years of experience in technical support engineering.
Proven expertise in SaaS application integrations and CRM platforms like Salesforce.
Strong proficiency in bug tracking tools and technical issue triage.
Ability to translate complex technical concepts for non-technical stakeholders.
Process-oriented mindset with the ability to build resources when none exist.
Must be located in Buenos Aires, Argentina.

Nice to have

Familiarity with or passion for the nonprofit community.

Culture & Benefits

Mission-driven work environment focused on social impact.
Competitive compensation and comprehensive healthcare benefits.
Hybrid work setup with financial assistance for home office needs.
Generous parental leave and flexible time-off policies.
Learning, development, and volunteering programs.
Commitment to diversity, equity, and inclusion initiatives.

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