Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing technical support to customers and partners for technology value optimization solutions with an accent on OS-level troubleshooting and knowledge base management. Focus on resolving complex customer issues across Windows, Linux, and UNIX environments and collaborating with engineering teams to resolve defects.

Location: Remote (United Kingdom)

Company

hirify.global provides data-oriented SaaS solutions for technology value optimization (TVO), Hybrid ITAM, and FinOps.

What you will do

• Provide technical support to customers and partners via email, phone, and screen shares.
• Troubleshoot and resolve customer issues within agreed SLAs.
• Create and publish technical articles for the company Knowledge Base.
• Communicate with Product Management and Engineering regarding software defects and enhancement requests.
• Perform after-hours support when necessary.

Requirements

• Bachelor's degree in a technical field or equivalent work experience.
• Experience providing technical support for Windows, Linux, and other UNIX operating systems.
• Strong analytical approach to problem-solving and a customer-oriented mindset.
• Ability to replicate customer issues in-house across different operating systems.
• Must be based in the United Kingdom.

Nice to have

• Experience working in a SaaS environment.
• Proficiency with MS SQL Server databases and SQL queries.
• Experience with network troubleshooting.
• Strong Windows administration skills.
• Experience using Salesforce.

Culture & Benefits

• Equal opportunity employer with a strong commitment to diversity, equity, and inclusion.
• Opportunity to work for a category leader recognized by Gartner, Forrester, and IDC.
• Inclusive environment with a dedicated DEI council to champion welcoming policies.
• Support for candidates requiring workplace accommodations.