Escalation Engineer (SaaS)

Location: Austin, Texas; hybrid

Company

hirify.global provides a voice-first communication platform powered by push-to-talk technology for desk-less workers, frontline teams, and first responders.

What you will do

• Own complex L2 enterprise escalations involving multi-system integrations, network anomalies, SDK defects, and enterprise deployment edge cases.
• Read code and Android/iOS SDK internals to isolate root causes and write or propose fixes where appropriate.
• Act as the primary technical liaison to Engineering by preparing reproducible bug reports, leading triage, and closing the loop on resolutions.
• Build diagnostic tooling, automation scripts, runbooks, escalation protocols, and knowledge-base standards.
• Lead technical onboarding and implementation reviews for enterprise accounts using MDM, SSO/SAML, custom API integrations, and on-premise server deployments.
• Identify recurring support issues and mentor L1 and L2 engineers on complex technical scenarios.

Requirements

• Production software development experience in a paid engineering role, including the ability to read code and make or propose changes.
• 6+ years of experience in technical support, solutions engineering, or a closely related role at a SaaS or communications-technology company.
• Experience resolving ambiguous, high-pressure enterprise issues end to end and documenting reproducible root-cause analyses.
• Deep understanding of APIs, networking fundamentals, Android/iOS platforms, packet captures, crash logs, and SDK traces.
• Experience automating repetitive diagnostics and measuring the impact of tooling or runbooks.
• Hybrid work in Austin, Texas is specified for the role.

Culture & Benefits

• Competitive pay and equity with significant upside.
• Flexible schedules and time off designed to support healthy work-life balance.
• Sabbatical available after every five years of service.
• Free snacks and a ping-pong table in the break room.
• Equal employment opportunity and defined security, privacy, and compliance requirements.