Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS): Resolving complex technical issues across software, APIs, and cloud infrastructure with an accent on root-cause analysis and cross-functional collaboration. Focus on delivering high-quality support for resellers and partners while optimizing service desk processes and technical documentation.

Location: Must be based in or able to commute to the office in Dornach/Munich, Germany (Hybrid: 2 days/week in office required)

Company

hirify.global is a global technology ecosystem and services platform connecting vendors, partners, and customers to drive innovation and growth.

What you will do

• Diagnose and troubleshoot complex technical issues spanning SaaS platforms, APIs, integrations, and cloud environments.
• Perform root-cause analysis and collaborate with Engineering to implement fixes and product enhancements.
• Manage inbound support requests via phone and email while maintaining high standards for service delivery.
• Maintain technical documentation, runbooks, and knowledge-base content to support team operations.
• Participate in incident response and on-call rotations for business-critical issues.
• Act as a subject matter expert for resellers and partners, advocating for customer needs within internal teams.

Requirements

• 4–7+ years of experience in technical support or solutions engineering.
• Fluency in both English and German is mandatory.
• Hands-on experience with SaaS technologies, APIs, SQL databases, and Python or Shell scripting.
• Knowledge of cloud platforms (AWS and/or Azure) and Linux environments.
• Understanding of web architecture, including REST, JSON, OAuth, DNS, and SSL.
• Must be able to work in a hybrid model from the Munich office.

Culture & Benefits

• Global organization with significant opportunities for career development and internal growth.
• Focus on a diverse, inclusive, and collaborative working environment.
• Exposure to leading-edge technologies and a vast network of global partners.
• Commitment to continuous learning, innovation, and professional impact.