Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-touch technical assistance for developers using the hirify.global email platform with an accent on debugging, email deliverability, and customer advocacy. Focus on solving complex technical regressions, optimizing internal support workflows, and building comprehensive developer-centric documentation.

Location: Must be based in European timezones or Brazil

Company

A modern email sending platform for developers, backed by a16z and Y Combinator, focused on high quality and developer experience.

What you will do

• Act as the primary point of contact for technical customer requests.
• Debug, report, and resolve bugs and regressions within the platform.
• Advocate for customer needs and feedback to the broader product and engineering teams.
• Iterate and improve internal workflows to increase resolution speed and efficacy.
• Build strong customer relationships and proactively identify platform friction points.
• Create technical documentation to answer common questions and showcase solutions.

Requirements

• 3-5 years of experience in technical support or customer success.
• Must be based in European timezones or Brazil.
• Proven experience in improving email deliverability.
• Ability to handle high-pressure customer-facing situations.
• Strong passion for solving technical problems for other developers.

Culture & Benefits

• 100% remote work environment with flexible working schedules.
• Low-ego, honest team culture with a high level of autonomy to "just ship it".
• Direct ownership of problems and their respective solutions.
• Modern tech stack featuring Next.js, Plain, Raycast, and Retool.