Support Engineer

TL;DR

Support Engineer (SaaS): Supporting customers on a mature SaaS platform by resolving complex product-related issues with an accent on investigating behavior, configurations, and non-standard scenarios. Focus on analyzing edge cases, providing workarounds, and collaborating with internal teams for quality improvements.

Location: Uzbekistan, Georgia

Company

hirify.global is a established IT company with over 20 years in the market, 2,200+ employees, and 1,500+ projects delivered for global clients including Fortune 500 companies in Europe and the US.

What you will do

• Support customers using the SaaS product and resolve complex issues.
• Investigate product behavior, settings, and edge cases for effective solutions.
• Provide guidance and workarounds using internal documentation.
• Communicate professionally with customers via written channels.
• Escalate issues to L3 team with complete context when needed.
• Collaborate with teammates and stakeholders to improve support quality.
• Contribute to knowledge sharing and documentation updates.

Requirements

• 1-3 years of experience in a similar role.
• Experience supporting SaaS or web-based products.
• Strong written communication skills.
• Ability to investigate product behavior and non-standard scenarios.
• Readiness to work independently and make decisions.
• Customer-focused mindset and practical problem-solving.
• English B2+.

Nice to have

• Previous L2 or advanced technical support experience.
• Familiarity with analytics or data-driven platforms.
• Experience in non-scripted, expertise-based support.
• Interest in deeper technical and product knowledge.

Culture & Benefits

• Projects across domains like healthcare, manufacturing, e-commerce, fintech.
• Employment security: hired for the team, reassigned if project ends.
• Healthy team atmosphere with average tenure of 4+ years.
• Market-based compensation and regular performance reviews.
• Internal expert communities and courses for growth.
• Perks supporting professional development and well-being.
• Work schedule: 2/2 from 7:00 AM to 6:00 PM.