Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-quality technical assistance for hirify.global’s automation platform with an accent on complex troubleshooting, system integration, and resolving customer issues across diverse environments. Focus on replicating customer scenarios, contributing to internal knowledge bases, and ensuring adherence to strict SLAs to drive customer success.

Location: Must be based in or able to commute to the office in Johannesburg, South Africa (Hybrid role).

Company

hirify.global is a global leader in process intelligence and automation, enabling organizations to manage, automate, and optimize business processes.

What you will do

• Interact with external customers and partners via CRM, phone, and chat to resolve technical issues.
• Troubleshoot problems across various deployment environments and product stacks.
• Replicate complex customer scenarios using virtual machines and diagnostic tools.
• Document solutions and participate in creating content for the internal and external knowledge base.
• Act as the voice of the customer to ensure high satisfaction and defined SLA adherence.
• Participate in periodic out-of-hours on-call availability.

Requirements

• Experience with Microsoft SharePoint administration.
• Proficiency in HTML, CSS, REST, Java, and .NET.
• Knowledge of Microsoft web servers, IIS, and development products like Visual Studio.
• Understanding of infrastructure, including Active Directory, load balancing, and packet capture.
• Experience with Salesforce as a user or administrator and supporting integrated applications.
• SQL development skills, including database design and stored procedures.

Nice to have

• Microsoft certification in cloud technologies.
• Experience with network diagnostics and troubleshooting.

Culture & Benefits

• Hybrid working model providing flexibility between home and office.
• Global Gratitude and Recharge Days.
• Flexible paid time off policy.
• Paid parental leave and employee wellness resources.
• Community impact initiatives with paid volunteer time.
• Access to multiple tools for professional learning and development.