Customer Support Engineer

TL;DR

Customer Support Engineer: Troubleshooting complex technical issues for hirify.global's SaaS security platform with an accent on debugging customer issues and creating reproducible test cases. Focus on collaborating with product and CS teams to drive product improvements and ensure customers maximize the value of their hirify.global deployment.

Location: Denver, CO or Remote (US)

Salary: $90,000 - $135,000 USD

Company

hirify.global prevents SaaS data breaches by delivering end-to-end SaaS security.

What you will do

• Answer customer questions through our support queue.
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds.
• Take ownership of pushing cases to resolution including working with product, engineering, and Customer Success teams.
• Help track support metrics and share findings you identify.
• Continuously analyze and improve our support process.
• Represent customers internally and advocate for key issues.

Requirements

• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus.
• 1-2 years of experience in technical support.
• Zendesk knowledge required.
• Experience working with end users in professional environments.
• Conversationally fluent in spoken English and written English.
• Four years of technical support or software development.

Culture & Benefits

• Talented team is collaborative and supportive.
• Focus on core values: Trust, Transparency, Quality, Customer Focus, and Delivery.
• Committed to supporting employees' financial, professional, and personal well-being.
• Stock Options are offered.
• Generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and paid family leave for applicable states.
• Health insurance - medical, dental, and vision with HSA option, LifeWorks Employee Assistance Program, company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options, 401(k) and Roth retirement saving accounts, and a monthly wellness benefit reimbursement.