Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS/GovTech): Providing first-line technical assistance for government software solutions with an accent on troubleshooting configuration, workflow, and integration issues. Focus on replicating complex errors in controlled environments and collaborating with engineering teams to resolve critical defects.

Location: Remote based in the US

Salary: $65,000–$70,000 per year

Company

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

What you will do

• Act as the primary contact for customer inquiries via cases and phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported bugs in controlled environments and perform test validation.
• Document reproduction steps, troubleshooting actions, and resolutions in Salesforce.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects.
• Contribute to the internal knowledge base with new solutions, FAQs, and process improvements.

Requirements

• 1–3 years of experience in SaaS technical support or a related customer-facing troubleshooting role.
• Proficiency with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).
• Experience with application configuration, user roles, and permissions management.
• Must be based in the US.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with Salesforce Service Cloud or a similar CRM system.

Nice to have

• Experience supporting government or enterprise SaaS applications.
• Familiarity with hirify.global Civic Platform, Citizen Access, or hirify.global Mobile.
• Basic scripting or SQL for testing and data analysis.
• Understanding of cloud environments (Azure, AWS).
• Associate’s or Bachelor’s degree in Computer Science, IT, or a related field.

Culture & Benefits

• Flexible time off.
• Comprehensive medical, dental, and vision plans.
• 401(k) retirement savings plan with company match.
• Health Savings Account (HSA) with company contributions and Flexible Spending Account (FSA).
• Life, accident, and disability coverage, including business travel insurance.
• Employee assistance programs and other well-being benefits.