Technical Support Engineer II

TL;DR

Technical Support Engineer II: Triaging incoming support cases, leading customer discovery conversations, building high-quality handoffs for senior engineers, and directly resolving straightforward tickets with an accent on technical skills, problem-solving instincts, written communication, and verbal skills. Focus on clarifying customer issues and building trust with professionalism and empathy.

Location: Must be based in the US (East Coast, Central, or West Coast)

Salary: $90,000 to $105,000

Company

hirify.global helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world.

What you will do

• Serve as the first technical point of contact for incoming support requests, responding quickly and building a clear understanding of customer needs.
• Lead short customer calls to clarify issues and gather necessary evidence for effective handoffs.
• Diagnose issues related to hirify.global’s dashboard, APIs, and integrations using logs, system tools, and debugging methods.
• Maintain accurate ticket hygiene, timely follow-ups, and clear statuses within established SLAs.
• Identify opportunities to improve macros, runbooks, intake questions, and discovery practices.
• Expand product knowledge and technical skills through self-directed learning and embed program participation.

Requirements

• 1–3 years of experience in technical support, customer success, or a similar customer-facing technical role.
• Comfort with APIs, logs, and authentication concepts, including basic JavaScript knowledge.
• Excellent communication skills to lead troubleshooting conversations warmly and directly.
• Solid judgment about when to escalate issues and organized in a reactive environment.
• Hands-on, passionate, and creative problem solver with excellent customer management skills.
• Must be based in the US (East Coast, Central, or West Coast).

Nice to have

• Experience with implementation or onboarding workflows in a SaaS environment.
• Familiarity with SQL, scripting, or QA processes.
• Experience in fraud & compliance for financial institutions.
• Familiarity with support ticketing tools, such as Zendesk.
• Comfortable using AI tools to work faster and more effectively.

Culture & Benefits

• Unlimited PTO and flexible work policy.
• Medical, dental, vision plans with HSA and FSA options.
• 401k with 100% match up to 4% of annual employee compensation.
• Eligible new parents receive 16 weeks of paid parental leave.
• Hybrid work environment: employees are expected to work Tuesdays through Thursdays from our HQ in Union Square, Manhattan.
• Annual Learning & Development annual stipend.