Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Diagnosing and resolving complex issues across cloud infrastructure and enterprise SaaS platforms with an accent on GCP, AWS, and Azure. Focus on documenting RCAs, managing enterprise client communications, and implementing AI-powered troubleshooting tools.

Location: Remote, Must be based in Costa Rica

Company

hirify.global is a leader in multi-cloud and SaaS data protection, providing backup and recovery for on-premises and cloud-native environments.

What you will do

• Act as the primary escalation point for complex cloud infrastructure and integration issues.
• Diagnose and resolve incidents in GCP, AWS, and Azure, providing clear RCAs and remediation steps.
• Communicate technical findings to enterprise clients and non-technical stakeholders.
• Troubleshoot SaaS platforms including Microsoft 365, iManage, and Atlassian products.
• Develop internal runbooks, troubleshooting guides, and knowledge base articles.
• Identify recurring issue patterns and collaborate with engineering to improve the platform.

Requirements

• 3+ years of experience in technical support, systems engineering, or cloud operations.
• Hands-on experience administering GCP, AWS, or Microsoft Azure.
• Strong Linux system administration skills, including command line, logs, and services.
• Experience using AI-powered tools (GenAI, copilots) for incident resolution.
• Excellent written and spoken English proficiency.
• Understanding of relational databases, specifically PostgreSQL.

Nice to have

• Enterprise experience supporting Microsoft 365 (Exchange, Teams, SharePoint).
• Familiarity with iManage document management administration.
• Working knowledge of Jira and Confluence administration.
• Experience with enterprise backup and disaster recovery strategies.

Culture & Benefits

• Work at a "Visionary" B2B SaaS company recognized by Gartner.
• Culture based on authenticity, grit, and empathy.
• Opportunity to build a career in a fast-growing, VC-funded leader in data protection.
• Inclusive and diverse environment supporting extraordinary employee achievements.