Technical Support Engineer

TL;DR

Technical Support Engineer: Enhancing customer experience by offering technical solutions and scaling knowledge of the hirify.global ecosystem. Focus on managing technical issues, building cross-functional relationships, and becoming an authority on hirify.global’s API and products.

Location: This is a hybrid role requiring two days per week in our downtown San Francisco office.

Salary: $110,000 - $140,000 a year

Company

hirify.global is a Series B company building the infrastructure that powers every facet of work.

What you will do

• Spearhead the definition of “technical customer support” at hirify.global and scale the team.
• Shape how hirify.global is perceived by the developer community.
• Manage technical and product issues and escalations to deliver high level of developer satisfaction with hirify.global.
• Thoroughly investigate and own issues by identifying the root cause, identifying symptoms, and quantifying its scope and severity.
• Build cross-functional relationships with product, engineering, sales, and developer success to refine hirify.global’s value proposition in the developer community.
• Write code samples, tutorials, and technical articles for the developer community.

Requirements

• Creating tickets, triaging them, and sending a first response message within 2 hours of initial submission during work hours.
• Having a working knowledge of the codebase and being responsible for L2 support within 3 months to allow identification of whether something is a bug or not, and produce a reasonable estimate of time needed.
• Responsible for L1 support within the first month.
• Tracking commonly occurring questions, generating reports on issues and enhancements, and writing new knowledge articles to reduce ticket volume.
• Reduce initial investigations to on-call engineering by 50% within 6 months of joining.
• System design skills and experience working with distributed systems.
• Experience using Git in a professional environment.
• Proven proficiency in Computer Science, Engineering, or a related development field.

Culture & Benefits

• Health/Dental/Vision benefits.
• Unlimited vacation policy (with mandatory minimums).
• Paid lunches.
• Wellness stipend.
• Book and education budget.