Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Resolving technical issues for customers and managing support tickets with an accent on API troubleshooting and SLA compliance. Focus on reducing ticket backlogs, escalating complex incidents, and collaborating cross-functionally to improve customer outcomes.

Location: Remote, must be based in Ireland

Company

hirify.global is a global communications platform that empowers businesses to craft personalized customer experiences through innovative API solutions.

What you will do

• Troubleshoot and resolve technical issues for customers via support tickets.
• Manage high ticket volumes to ensure timely responses and resolution within SLAs.
• Escalate complex incidents to internal teams and collaborate on solutions.
• Document troubleshooting steps and customer interactions accurately.
• Partner cross-functionally to improve support processes and customer outcomes.

Requirements

• 2+ years of experience in a technical support environment.
• Must be based in Ireland.
• Ability to work non-standard, on-call rotation including weekends and holidays.
• Proficiency with APIs, Zendesk, Jira, and data analysis tools.
• Strong problem-solving skills and technical aptitude.
• Excellent written and verbal communication skills.

Nice to have

• Experience supporting communications platforms or SaaS products.
• Experience with Looker, Zuora, ServiceNow, or payment processor tools.
• Previous experience working in remote or distributed teams.
• Multilingual abilities.

Culture & Benefits

• Remote-first work culture emphasizing global inclusion and connection.
• Competitive pay and generous time off.
• Comprehensive healthcare and wellness leave.
• Retirement savings program and parental leave.
• Support for volunteering and donation efforts.