Support Engagement Lead (SaaS)

TL;DR

Support Engagement Lead (SaaS): Delivering premium, personalized technical support experiences for named enterprise customers with an accent on technical advocacy and platform integration. Focus on resolving complex inquiries, managing cross-functional technical relationships, and driving product adoption through proactive barrier removal.

Location: Must be based in New York City (Hybrid role)

Salary: $85,000–$125,000/year (including OTE)

Company

hirify.global is a leading customer engagement platform that enables brands to deliver personalized, cross-channel customer experiences powered by composable intelligence and AI.

What you will do

• Serve as the primary technical point of contact and advocate for a designated group of named accounts.
• Own technical inquiries regarding platform integration, performance, troubleshooting, and partner implementation.
• Collaborate closely with Customer Success teams to manage the technical relationship and ensure smooth post-onboarding transitions.
• Proactively analyze support case trends to identify potential risks and improve customer product experience.
• Facilitate the creation of Centers of Excellence to share knowledge and best practices across customer groups.
• Lead technical escalations to ensure internal alignment and high-quality service delivery.

Requirements

• Based in New York City or ability to commute for hybrid work.
• 3-6 years of client-facing experience in a SaaS company.
• 2-3 years of experience in Technical Support combined with 1-2 years of Account Management.
• Strong analytical skills for troubleshooting technical issues and handling pressure-intensive situations.
• Technical proficiency in leveraging APIs and writing basic SQL queries.
• Working knowledge of case management tools such as Salesforce or Zendesk.

Nice to have

• Experience with the hirify.global platform.
• Technical knowledge of mobile development (Swift, Java, Kotlin) or architecture tools like Snowflake, Datadog, and Kibana.
• Experience with programming languages such as HTML, CSS, JavaScript, or Ruby.

Culture & Benefits

• Comprehensive benefits plans including medical, dental, vision, and disability coverage.
• Retirement savings plans and Employee Stock Purchase Plans.
• Equity grants (RSUs) for employees.
• Flexible paid time off and parental leave benefits.
• Professional development with career pathing and annual learning stipends.
• Hybrid work environment designed to foster community and in-office innovation.