Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Providing frontline technical problem solving for an AI-native employee experience platform with an accent on end-to-end case management and technical troubleshooting. Focus on reducing friction for enterprise clients, ensuring SLA compliance, and contributing to AI-driven knowledge improvements.

Location: Hybrid (Lower Eashing, United Kingdom)

Company

hirify.global is an AI-native employee experience platform that helps large enterprises remove friction and accelerate productivity through an intelligent digital workspace.

What you will do

• Act as the frontline problem solver for clients, owning the end-to-end case lifecycle to ensure fast and high-quality resolutions.
• Combine technical troubleshooting and product expertise with AI-assisted investigation.
• Deliver world-class support across regions within a follow-the-sun operational model.
• Maintain strict SLA compliance and achieve high CSAT scores.
• Actively contribute to the improvement of internal knowledge bases and AI support tools.
• Ensure high-quality case documentation to facilitate product and process enhancements.

Requirements

• 2–4 years of experience in technical or customer support, preferably within the SaaS domain.
• Strong troubleshooting skills and the ability to master complex systems quickly.
• Experience with CRM and ticketing tools, specifically ServiceNow.
• Practical experience with AI technologies.
• Excellent communication and multitasking abilities.
• A customer-obsessed approach to problem-solving.

Culture & Benefits

• Hybrid work model that encourages a sustainable work-life balance.
• Generous base salary and discretionary company bonus.
• 25 days of holiday plus an additional paid day off for your birthday.
• Comprehensive health benefits including Vitality life cover (health, sight, hearing, and dental) and Aviva pension.
• Modern, dog-friendly office spaces with well-stocked kitchens.
• Sustainability and community focus, including one fully paid volunteering day per year and charity matching.