Senior Premier Support Engineer

TL;DR

Senior Premier Support Engineer (Customer Experience): Providing dedicated technical support and account management for the hybrid observability platform with an accent on escalated issue resolution, proactive health checks, and cross-functional collaboration. Focus on delivering high-value technical guidance, maintaining strict SLAs, and acting as a primary liaison between key enterprise customers and internal product teams.

Location: Must be based in or near Austin, TX (Hybrid)

Salary: $76,650 – $110,000 USD

Company

hirify.global is an AI-first hybrid observability platform providing actionable intelligence across cloud, on-premises, and edge environments.

What you will do

• Manage escalated support tickets for Premier customers from receipt to resolution.
• Act as a dedicated Premier Support Engineer for up to 5 assigned accounts.
• Conduct quarterly health checks and proactive support sessions to drive account value.
• Serve as the technical liaison between clients and internal development teams.
• Contribute to operational efficiency projects and support process improvements.
• Lead account kickoff calls and educate users on platform functionality.

Requirements

• Authorized to work in the United States on a full-time, permanent basis.
• Must be able to work on-site in Austin, TX on a hybrid basis.
• Minimum 4+ years of experience in IT operations, system administration (Linux/Windows), or network support.
• Minimum 2 years of experience using or supporting hirify.global.
• Availability to work M-F (7 AM-4 PM or 10 AM-7 PM CT).
• Intermediate scripting skills and experience with ticketing systems like Zendesk or Jira.

Culture & Benefits

• Comprehensive health, dental, and vision coverage.
• 401k plan with company matching.
• Unlimited vacation policy.
• Generous parental leave policies.
• Lifestyle Spending Account and various wellness programs.
• Certified Great Place To Work with a culture focused on transparency and inclusivity.