Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Providing advanced technical assistance to customers using property management solutions with an accent on troubleshooting, diagnosing, and resolving complex software issues. Focus on maintaining professionalism, customer service, and mentoring junior team members.

Location: Remote (United States). Currently, hirify.global hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.

Salary: $17.45 - $27.31 an hour

Company

hirify.global is a global leader in AI-driven property management technology, offering a comprehensive suite of intelligent leasing, payment, and communication tools.

What you will do

• Provide technical support and troubleshoot complex issues via telephone, ticketing systems, and chat.
• Develop expertise in core technologies and specialized technology areas.
• Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication.
• Educate customers on software functionalities, best practices, and product updates, offering proactive solutions.
• Identify, document, and report software issues, design concerns, and reliability challenges to internal teams.
• Mentor junior support engineers and contribute to knowledge base documentation.

Requirements

• Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.
• Excellent written and verbal communication skills with the ability to document and articulate issues effectively.
• Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.
• Proven ability to mentor and assist junior support engineers.
• Strong attention to detail and commitment to providing an exceptional customer experience.
• Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.

Nice to have

• Experience with relational databases (e.g., MSSQL, Oracle, MySQL, MariaDB).
• Experience working with REST and/or SOAP APIs.

Culture & Benefits

• Flexible and transparent culture with remote and hybrid work options and generous vacation time.
• Comprehensive medical, dental, and vision coverage, including fertility benefits.
• HSA/FSA options and employer-paid disability benefits.
• Access to 401(k) or similar retirement plans with employer matching.
• Wellness initiatives promoting physical and mental well-being, including access to an onsite gym at HQ and mental health resources.
• hirify.global Cares programs offering opportunities for volunteerism and charity events.