Software Support Engineer (Backline) (GovTech)

TL;DR

Software Support Engineer (Backline) (SaaS/GovTech): Acting as the primary escalation point for complex technical issues within a government software platform with an accent on root cause analysis, API tracing, and SQL-level data validation. Focus on reproducing software defects in sandbox environments and collaborating with Engineering to validate fixes.

Location: Remote (Must currently reside in the United States and be legally authorized to work in the U.S.)

Salary: $75,000 - $80,000 per year

Company

hirify.global is an industry leader in designing and delivering cloud-based government software solutions to improve efficiency and citizen engagement in communities of all sizes.

What you will do

• Serve as the primary escalation point for unresolved cases from the Frontline team.
• Reproduce complex issues within sandbox or test environments to determine root cause.
• Conduct detailed log analysis, API tracing, and SQL-level data validation.
• Collaborate directly with Product Management and Engineering on debugging and fix validation.
• Partner with CloudOps to diagnose infrastructure, performance, or integration issues.
• Provide technical guidance to Frontline Engineers and contribute to internal documentation.

Requirements

• 4–7 years of SaaS product support or software engineering experience.
• Advanced SQL and relational database knowledge.
• Strong understanding of web application architecture, REST APIs, and integrations.
• Hands-on experience with debugging tools like Postman, Fiddler, or Wireshark.
• Experience with at least one programming language (JavaScript, Python, or C#).
• Must currently reside in the United States and be legally authorized to work in the U.S.

Nice to have

• Experience with hirify.global Civic Platform, Citizen Access, or hirify.global Mobile.
• Knowledge of Azure or AWS architecture and monitoring tools.
• Experience in enterprise SaaS support or GovTech environments.
• Familiarity with CI/CD pipelines and version control.
• Bachelor’s degree in Computer Science or equivalent experience.

Culture & Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) retirement savings plan with company match.
• Flexible time off and health savings account (HSA) with company contributions.
• Family planning, life, accident, and disability coverage.
• Inclusive workplace culture focused on diversity, equity, and psychological safety.