Enterprise Technical Support (SaaS)

TL;DR

Enterprise Technical Support (SaaS): Resolving complex technical issues for high-value enterprise customers with an accent on AI tool adoption and platform stability. Focus on bridging the gap between customers and engineering through advanced troubleshooting and codebase triage.

Location: Must be based in San Francisco, California (Hybrid: Mon, Tue, Thu in office)

Salary: $160,000 - $180,000 per year

Company

hirify.global provides a connected workspace for docs, notes, projects, and AI-driven automation for millions of users and large organizations.

What you will do

• Provide white-glove support for the largest enterprise customers to solve challenging interactions.
• Lead troubleshooting of advanced technical issues across the platform and embedded apps, specifically unlocking AI usage.
• Act as a bridge to engineering by reproducing issues and filing detailed bug reports to drive resolution.
• Analyze server and client logs to identify the root cause of errors.
• Scale support processes and contribute to both internal and customer-facing documentation.
• Participate in an occasional on-call rotation to assist customers outside normal hours.

Requirements

• 10+ years of experience in technical support, technical account management, or a similar role.
• Strong understanding of and experience with REST APIs.
• Experience advising customers on AI tool adoption.
• Knowledge of Single Sign-On (SSO) including OAuth, SAML, and SCIM.
• Proficiency in troubleshooting desktop applications on Microsoft Windows and macOS.
• Ability to analyze server/client application logs to identify root causes.

Nice to have

• Knowledge of Linux, NoSQL, MySQL, and similar open-source technologies.
• Experience with scripting languages such as Python, Java, JavaScript, or TypeScript.
• Deep existing knowledge of hirify.global.

Culture & Benefits

• Highly competitive cash compensation and equity.
• Collaborative in-person culture with designated Anchor Days (Mon, Tue, Thu).
• Commitment to diversity, equity, and inclusion.
• Comprehensive benefits package tailored to the San Francisco office.