Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS): Resolving complex technical issues and acting as a senior escalation point between Support and Engineering teams with an accent on database queries, customer data flows, and user session replays. Focus on tracing source data from external systems through multiple integrations, diagnosing issues related to ETL Works and SQL databases, and understanding complex interactions with third-party systems.

Location: Remote (US-based)

Company

hirify.global's Support team plays a key role in their success, working with internal teams and customers from CPA firms to ensure smooth product and service delivery.

What you will do

• Identify and troubleshoot complex customer issues in unique configurations.
• Analyze patterns in customer interactions to drive product and service improvements.
• Act as the technical liaison between teams like Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues.
• Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
• Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues.
• Develop scalable support processes based on customer feedback to improve workflows.

Requirements

• BA in Computer Science.
• 3-5 years experience in product development or technical support within a SaaS environment.
• Strong knowledge of databases and SQL for troubleshooting technical issues.
• Experience with ETL tools and data pipeline monitoring.
• Familiarity with web development, APIs, and tools like LogRocket for problem resolution.
• Comfort working in GitHub for code investigation and minor fixes.

Culture & Benefits

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year.
• Remote - work-from-anywhere culture.
• Flexible PTO.
• World Class health benefits - Health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every Full Time Employee has ownership in hirify.global's future and success.
• 401(k) matching.