Technical Support Agent

TL;DR

Technical Support Agent: Own bug intake, triage, and resolution for hirify.global Suite alongside internal enablement through documentation and knowledge sharing with an accent on technical curiosity, analytical triage, and cross-team coordination. Focus on gathering repro steps, assigning severity, verifying fixes, building FAQs/SOPs, and using tools like SQL, Metabase, and Datadog to reduce engineering interruptions and improve system quality.

Location: LATIN AMERICA - Fully Remote (Work from Home). Working hours: Saturday - Wednesday 1pm - 9pm ET (overlap with PST business hours).

Salary: $34K – $40K

Company

SaaS platform empowering aesthetic entrepreneurs to build profitable practices, with a global remote-first team supporting 700+ practices.

What you will do

• Serve as first point of contact for bugs/technical issues: gather repro steps, logs, assign severity, resolve simple issues or escalate.
• Verify fixes, communicate status to stakeholders including PSMs and engineers.
• Answer internal questions on hirify.global Suite via Slack, test in staging, build/maintain FAQs, SOPs, Looms/guides in Notion.
• Use Django Admin for data fixes, run SQL queries, Metabase for investigations, review Datadog logs/metrics.
• Identify recurring issues, share insights with Engineering/Product to improve quality and reduce support load.

Requirements

• Must be located in LATIN AMERICA for Saturday - Wednesday 1pm-9pm ET shift.
• Experience in technical support, support operations, or support engineering.
• Experience with bug tracking/ticketing (e.g., Linear, Jira).
• Strong analytical skills for triage/prioritization; clear documentation for technical/non-technical audiences.
• Comfort with basic-to-intermediate SQL, BI tools (Metabase preferred), reading logs/monitoring (Datadog preferred).
• Comfort with safe production updates via documented processes (e.g., Django Admin).

Nice to have

• Experience reading/troubleshooting application code.
• Familiarity with SaaS platforms/complex workflows.
• Experience with regulated/compliance-sensitive products.
• Experience creating internal documentation/SOPs.

Culture & Benefits

• Remote-first global team living values: act as owners, give more than we take, move with speed and care, simplify and learn every day.
• Disciplined compensation based on performance, seniority, location using Pave benchmarking.
• Inclusive workplace welcoming all backgrounds; accommodations for interviews.