Support Engineer - L2

TL;DR

Support Engineer - L2 (SaaS Communications): Provide second-level technical support bridging L1 and Engineering, investigating advanced app-level, network, and API integration issues for enterprise customers with an accent on root-cause analysis, escalation management, and SDK/API support. Focus on enterprise deployments, custom configurations, MDM/SSO implementations, and mentoring Product Advocates.

Location: Hybrid in Austin, Texas

Company

hirify.global is a voice-first communication platform powered by push-to-talk technology serving desk-less workers and first responders worldwide, with over 175 million users delivering 9 billion messages monthly.

What you will do

• Investigate complex technical issues using diagnostic tools, logs, and APIs to identify root causes and reproduce bugs for Engineering.
• Support enterprise deployments, third-party developer integrations with hirify.global SDKs/APIs, and custom configurations including MDM and SSO.
• Manage escalations as liaison between L1 Support, Engineering, Product, Sales, and Customer Success teams.
• Mentor Product Advocates on advanced troubleshooting and contribute to knowledge bases and process improvements.

Requirements

• 3–5 years of technical support or related experience in SaaS or communications technology
• Strong understanding of APIs, networking fundamentals, and mobile platforms (Android/iOS)
• Proficiency in reading logs, JSON, and basic scripting
• Excellent written and verbal communication skills with customer-first mindset

Culture & Benefits

• Competitive pay, equity with upside potential, and benefits designed for work-life balance including flexible schedules and time off.
• Sabbatical after every five years of service.
• Ping-pong table and free snacks in the break room.

Hiring process

• All communication from hirify.global.com domain; contact recruiting@hirify.global.com if unsure about legitimacy.