Sr. Technical Support Engineer I

TL;DR

Sr. Technical Support Engineer I (Enterprise SaaS): Provide frontline and backline support for complex Enterprise products and SaaS-hosted solutions with an accent on root cause analysis, SLA adherence, and customer escalations. Focus on developing reproducible test cases, recommending code-level changes, leading outage bridge calls, and collaborating with SRE and Engineering teams.

Location: Hybrid in Atlanta

Salary: $90,000 - $115,000 a year

Company

hirify.global helps over 6500 organizations in regulated industries manage compliance risks in digital communications across 80+ channels using AI/ML technology.

What you will do

• Interact with leadership and clients to advocate for product and process improvements enhancing customer experience.
• Diagnose, troubleshoot, and resolve complex customer issues using advanced IT expertise, escalating based on business impact.
• Manage cases in Salesforce, ensure SLA compliance, and provide timely status updates.
• Lead escalations, coordinate with 3rd parties, and engage with SRE/Engineering for issue resolution.
• Capture and share knowledge via KCS practices, train peers, and promote self-service resources.
• Participate in readiness for new products and implement shift-left strategies to accelerate resolutions.

Requirements

• 7+ years in support delivery or equivalent experience.
• Advanced IT, networking, database, or SaaS/Cloud support experience.
• Expert diagnosis, problem-solving, and Subject Matter Expertise in assigned technologies.
• Proficiency in CRM systems, JIRA/Confluence, Microsoft apps.
• SQL, RDBMS, Linux, Elasticsearch skills.
• College degree in technology field preferred or equivalent experience.

Nice to have

• On-premise support, project management experience.
• Scripting (Python, Bash, Java), monitoring (Datadog, Grafana), cloud (AWS, GCP, Azure), Kubernetes.

Culture & Benefits

• Collaboration-focused environment valuing diversity, humility, and humor.
• Work with leading cloud platforms and AI/ML technologies.
• Opportunities for lifelong learning and innovation.
• Recognition as a top workplace by Comparably and Inc. 5000.