Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Delivering high-quality technical support to enterprise B2B clients with an accent on troubleshooting complex technical issues and log analysis. Focus on utilizing SQL, Grafana, and OpenSearch to analyze APIs and errors while collaborating with R&D and Product teams to enhance customer experience.

Location: Remote (Must be based in the Philippines)

Company

hirify.global is a global Intelligent Support-as-a-Service leader partnering with tech companies in 30+ countries to deliver secure customer and technical support.

What you will do

• Deliver high-quality technical support services to enterprise B2B clients via email.
• Troubleshoot complex technical issues and provide on-call assistance for critical problems.
• Use SQL, Grafana, and OpenSearch to analyze logs, APIs, and errors.
• Collaborate with R&D, Product, Professional Services, and Account Management teams.
• Manage smooth integration, onboarding, and troubleshooting for customer events.

Requirements

• English: C1 level for both spoken and written communication required.
• Location: Must be based in the Philippines.
• At least 1 year of experience in Tier 2 technical support, preferably in enterprise SaaS environments.
• Proficiency in using ticketing systems like Zendesk, Jira, or similar platforms.
• Proven ability to diagnose and resolve complex technical issues quickly.
• Experience with customer onboarding and platform integration.

Nice to have

• Bachelor’s Degree in Computer Science, Information Technology, or a similar discipline.
• Proficiency in reading and writing scripts in Python, Bash, or JavaScript.

Culture & Benefits

• Fixed schedule: Monday to Friday, 7:00 AM – 4:00 PM Manila Time.
• Opportunity to cooperate fully remotely.
• Compensation provided in USD.
• Inclusive international environment and a culture built on trust without time-tracking.
• Responsive leadership and a focus on professional self-development.
• Internal health policy and balance between project workload and personal time.