Support Engineer

TL;DR

Support Engineer (SaaS): Handle client requests through tickets and calls, troubleshoot web-based applications with an accent on one-touch resolution and data analysis. Focus on ensuring 100% customer satisfaction, escalating complex issues with complete information, and providing recommendations for process improvements.

Location: Fully remote (remote-first company)

Company

hirify.global delivers Unified Experience Management platform powered by AI-native Ignite, providing real-time insights for customer and employee experiences.

What you will do

• Handle client requests via tickets and calls aiming for one-touch resolution.
• Follow up on outstanding issues to achieve 100% customer satisfaction.
• Analyze client data and apply troubleshooting skills for complex issues.
• Gather information using templates for escalation to next-level teams.
• Provide input on improvements to templates, data collection, and troubleshooting docs.

Requirements

• Excellent knowledge of English
• 2+ years in high-volume technical customer support
• Experience supporting SaaS applications or large-scale systems
• Experience troubleshooting web-based applications
• Experience in 24x7 application support
• Proficient in at least one technology (programming language, database, scripting, etc.)
• Dedicated internet (30Mb/s download / 20Mb/s upload) and computer with 8GB+ memory

Culture & Benefits

• Work hard, have fun environment with smart, talented teams.
• Value-driven culture focused on connection, collaboration, and co-creation.
• Fully remote-first company.
• Unlimited PTO.
• Tech provided.
• Diverse, inclusive environment with equal opportunities.