Technical Support Engineer 1 (SaaS)

TL;DR

Technical Support Engineer 1 (SaaS): Assisting customers with technical support inquiries and ensuring a seamless software experience with an accent on ticket management, product installation, and server refreshes. Focus on troubleshooting enterprise software issues, gathering diagnostic data, and resolving license access problems.

Location: Remote (United States)

Company

hirify.global is a global leader in data-first contract lifecycle management (CLM) software, providing a no-code platform for managing the end-to-end contract process.

What you will do

• Provide high-quality customer service to customers, partners, and internal stakeholders.
• Manage the creation and submission of support tickets while adhering to SLA and notation guidelines.
• Perform routine server installations and refreshes to ensure maximum system availability.
• Assist in generating and overseeing the installation of software licenses.
• Gather diagnostic information (logs, screenshots, environment details) and route unresolved cases to Tier 2 support.
• Maintain expertise in hirify.global products and integrations such as Salesforce, Active Directory, and Adobe Sign.

Requirements

• 1+ years of experience in customer support, technical support, or helpdesk roles.
• Must be based in the United States.
• Strong troubleshooting, analytical, and communication skills for phone and email interactions.
• Ability to manage multiple tasks independently in a fast-paced environment.
• Familiarity with web-based technologies and a passion for solving complex problems.

Nice to have

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience with database concepts, operating systems, and web technologies.
• Basic knowledge of SQL, Java, APIs, and Linux.

Culture & Benefits

• Comprehensive health insurance including medical, dental, and vision.
• 401(k) plan with company match.
• Flexible vacation policy for salaried employees and paid parental leave.
• Quarterly no-questions-asked wellness days and floating holidays.
• Support for Employee Resource Groups (ERGs) and a focus on healthy work-life balance.
• Voluntary benefits such as pet insurance.