Technical Support Engineer (Python/SQL)

TL;DR

Technical Support Engineer (Python/SQL): Providing advanced technical assistance and resolving complex issues for high-value customers within a post-purchase platform with an accent on API troubleshooting and root cause analysis. Focus on diagnosing high-priority incidents, mentoring junior engineers, and driving cross-functional process improvements.

Location: Remote (Must be based in Canada)

Company

hirify.global is a post-purchase platform that helps world-renowned retailers like Nike and Sonos drive customer loyalty through seamless post-purchase experiences.

What you will do

• Diagnose and resolve high-priority, complex technical issues to ensure high customer satisfaction.
• Conduct root cause analysis of recurring issues to implement preventive measures.
• Manage and prioritize incidents and service requests in compliance with SLAs.
• Act as the primary escalation point for critical issues and participate in customer calls.
• Mentor junior support engineers and maintain detailed technical documentation and knowledge base articles.
• Collaborate with Sales, Implementation, and Engineering teams to improve product features and support processes.

Requirements

• 5-8 years of experience in technical support for global product companies.
• Must be based in Canada.
• Deep understanding of APIs and proficiency in SQL for database querying.
• Proficiency in HTML, CSS, JavaScript, and intermediate Python.
• Outstanding verbal and written communication skills for technical and non-technical audiences.
• Ability to provide on-call support in rotation, including weekends.

Culture & Benefits

• Innovative and adventurous environment with a "big hearts, no egos" mindset.
• Equal-opportunity employer that deeply values diversity and inclusion.
• Opportunity to work with 1500+ renowned global brands.
• Culture that celebrates both professional wins and personal milestones.