Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Resolving complex technical issues and enabling customer success on an auditing platform with an accent on product expertise, deep-dive troubleshooting, and platform configuration. Focus on investigating error messages, collaborating with product teams, and maintaining knowledge base content to ensure seamless user experiences.

Location: Must be based in the USA (San Francisco office or remote).

Salary: $110,000 – $135,000

Company

hirify.global automates and streamlines assurance and audit workflows for cybersecurity, privacy, and financial practitioners.

What you will do

• Take end-to-end ownership of customer support cases, providing clear and actionable solutions.
• Investigate unexpected behavior and error messages to identify root causes.
• Perform configuration and environment tuning to align with platform best practices.
• Use browser developer tools, logs, and API clients for advanced troubleshooting.
• Partner with Product and Support teams to document solutions in the Knowledge Base.
• Collaborate with cross-functional teams in daily standups to prioritize and resolve complex issues.

Requirements

• 3+ years of experience in Technical Support or related technical roles.
• Must be based in the USA.
• Strong critical thinking skills for diagnosing and resolving customer issues.
• Excellent communication skills for both technical and non-technical audiences.
• Collaborative mindset with experience working across Engineering and Product teams.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Nice to have

• Background in a B2B SaaS environment.
• Experience with SQL, API debugging, or data integration.
• Familiarity with auth standards such as OAuth, SAML, and SSO.
• Experience with AI-enabled support tools or log analysis.
• Experience with JIRA or similar ticketing tools.

Culture & Benefits

• Competitive compensation packages with meaningful equity.
• Flexible work schedules and remote-first culture.
• 401k and wellness benefits, including free therapy sessions.
• Technology and work-from-home expense reimbursement.
• Flexible PTO policy.