Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Troubleshooting and resolving technical issues for advanced analytic solutions with an accent on database connectivity and cloud infrastructure. Focus on resolving complex technical bottlenecks, coordinating with engineering teams, and optimizing customer experience.

Location: London, United Kingdom

Company

hirify.global is a leading provider of data automation and AI-driven analytics software helping organizations make faster, clearer business decisions.

What you will do

• Troubleshoot and resolve technical issues for customers, documenting processes for knowledge sharing.
• Bridge communication between customers and internal Sales and Engineering teams for complex escalations.
• Manage customer requests within SLAs via chat, phone, and email.
• Monitor cloud infrastructure and services to minimize downtime and optimize performance.
• Create internal and external knowledge base articles using KCS methodology.
• Participate in weekend and 24/7 on-call support rotations.

Requirements

• 1–3 years of experience in Technical or Product Support.
• Strong diagnostic skills for databases, network communications, and Windows-based applications.
• Proficiency with Windows Servers and exposure to GCP, Azure, and AWS.
• Hands-on experience with Oracle, SQL Server, Databricks, Snowflake, or BigQuery.
• Capacity to serve in compliance with U.S. export controls.
• Must be based in London, United Kingdom.

Culture & Benefits

• Commitment to a diverse, equitable, and inclusive workplace.
• Support for a growth mindset across all career stages.
• Opportunity to work with world-leading companies across financial services, pharma, and retail industries.