Technical Support Engineer, Tier 2 (SaaS)

TL;DR

Technical Support Engineer, Tier 2 (SaaS): Providing expert-level technical support and troubleshooting for the hirify.global Revenue AI platform with an accent on API debugging and complex system integrations. Focus on analyzing root causes of technical issues, collaborating with engineering teams, and optimizing support workflows.

Location: Must be located near the Lehi office (Hybrid environment)

Salary: $37.50 - $42.79 USD per hour

Company

hirify.global provides a Revenue AI Operating System that unifies data, insights, and workflows to help revenue teams optimize their sales processes.

What you will do

• Serve as the primary point of contact for customer inquiries via Zendesk and Zoom, ensuring high-quality resolution.
• Diagnose and resolve complex technical issues related to the platform, integrations, and APIs.
• Escalate critical technical issues to Tier 3 Support and Engineering teams with clear documentation.
• Provide deep technical guidance on 3rd party integrations including telephony systems, CRMs, and API-based implementations.
• Collaborate with Product and Engineering teams to influence bug fixes and roadmap priorities based on the Voice of the Customer.
• Contribute to self-service resources and mentor new team members to improve operational efficiency.

Requirements

• 4+ years of experience in technical, product, or developer support within B2B SaaS or enterprise software.
• Experience handling high-priority client escalations and working with international teams.
• Proficiency with Zendesk, Jira, Salesforce, and API debugging tools.
• Ability to interpret Python scripts and HTML/CSS structure to identify errors or logic gaps.
• Experience with Okta, Azure provisioning, SFTP, and system configuration.
• Must be located near the Lehi office to support a hybrid work arrangement.

Culture & Benefits

• Comprehensive medical, dental, and vision plans for employees and families.
• 401(k) program and a flexible Wellbeing Fund for a healthy lifestyle.
• Mental health benefits including covered therapy and coaching.
• Education and learning stipend for personal and professional growth.
• 15 days of accrued PTO, 8+ days of sick leave, and quarterly company-wide recharge days.
• Work-from-home stipend.