Senior Customer Support Engineer (SaaS)

TL;DR

Senior Customer Support Engineer (SaaS): Providing L1/L2 technical support and troubleshooting complex SaaS security issues with an accent on API integrations and product improvement. Focus on diagnosing technical bottlenecks, collaborating with engineering teams, and advocating for customer needs to drive product scalability.

Location: Remote (US or LATAM)

Salary: $114,000 – $155,000 USD

Company

hirify.global prevents SaaS data breaches by delivering end-to-end SaaS security and real-time threat detection for global enterprises.

What you will do

• Provide L1/L2 triage for core products and flagship integrations.
• Troubleshoot and resolve complex technical tickets independently through Zendesk.
• Manage cases to resolution by collaborating with product, engineering, and Customer Success teams.
• Analyze support trends to create customer-facing Knowledge Base articles.
• Represent the voice of the customer internally to advocate for key product improvements.

Requirements

• 4-5 years of experience in technical support or software development.
• Must-have knowledge of APIs and Postman.
• Must be based in the US or LATAM.
• Knowledge of Zendesk, JIRA, and Confluence.
• Experience with Google Cloud Logs, Sentry, and Chrome Dev tools.
• Working knowledge of common SaaS solutions (e.g., Salesforce, M365, Zoom, Box, ServiceNow, Workday).

Nice to have

• Startup experience.

Culture & Benefits

• Competitive annual base salary and stock options.
• Comprehensive health insurance (medical, dental, vision) with HSA option.
• 401(k) and Roth retirement saving accounts.
• Generous paid time off, including parental, sick, and floating holidays.
• Home office stipend and monthly wellness benefit reimbursement.