Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer (API/Enterprise): Own complex escalations for hirify.global API and enterprise customers involving authentication, integrations, and product behavior with an accent on troubleshooting workflows, defect reproduction, and resolution. Focus on partnering with Engineering and Product, building playbooks/tools, and mentoring support specialists.

Location: Hybrid in London (office twice a week), in sync with team’s general locations and time zones.

Company

Global AI product and research company with language AI platform for translation, writing, and voice, serving 200k+ business customers across 228 markets, 1000+ employees in UK, Germany, Netherlands, Poland, US, Japan.

What you will do

• Own tickets and escalations for API/enterprise customers from intake to resolution.
• Troubleshoot issues in translation workflows, auth (SAML/OIDC), SCIM sync, roles/permissions, integrations.
• Join customer video calls for live debugging with developers/admins/end users.
• Reproduce defects, gather evidence, identify root causes (bugs, config, third-party, docs).
• Use AI tools for log analysis, hypothesis, summarization, debugging acceleration.
• Provide workarounds/resolution plans, communicate during high-severity cases.
• Partner with Engineering, Product, Security, Services to drive fixes/reliability.
• Build playbooks, guides, documentation, diagnostic patterns.
• Mentor specialists via reviews, shadowing, training.
• Contribute automation, scripts, dashboards for efficiency.

Requirements

• Experience in highly technical support for SaaS organization.
• Strong API debugging with Postman, curl, dev tools, logs.
• Deep knowledge of SAML, OAuth 2.0, OIDC, SCIM, provisioning, RBAC, IdP patterns.
• Hands-on with Okta, Microsoft Entra/Azure AD, Google Workspace integrations.
• Familiarity with AI tools for troubleshooting, used safely/efficiently.
• SQL and basic Python/Bash scripting.
• Collaboration with Product/Engineering.
• Clear explanation of technical issues to devs/admins.
• Confidence in live video debugging sessions.

Culture & Benefits

• Diverse global team of 90+ nationalities, distributed across multiple countries.
• Open communication, regular feedback, empathy, growth mindset.
• Hybrid schedule with office twice weekly, flexible hours aligned to team time zones.
• Virtual Shares for ownership in company success.
• Regular in-person events: team gatherings, onboardings, company-wide.
• Monthly Hack Fridays for passion projects and cross-team work.
• 30 days annual leave + public holidays, mental health resources.
• Competitive location-tailored benefits.