Technical Support Engineer II (SaaS)

TL;DR

Technical Support Engineer II (SaaS): Providing frontline and backline support for Enterprise and SaaS-hosted solutions with an accent on root cause analysis, system troubleshooting, and SLA adherence. Focus on resolving complex software issues, managing critical account escalations, and collaborating with SRE and Engineering teams.

Location: Hybrid in Atlanta; US Citizenship may be required for access to client data

Salary: $76,000 - $85,000 a year

Company

hirify.global empowers customers to manage risk and compliance in digital communications across 80+ communication channels for regulated industries.

What you will do

• Diagnose and resolve complex software and system issues for Enterprise and SaaS-hosted products.
• Manage customer cases via Salesforce, ensuring timely updates and adherence to SLAs.
• Build deep expertise as a Subject Matter Expert (SME) for assigned technologies.
• Collaborate closely with SRE and Engineering teams to drive resolution of critical issues.
• Capture and share knowledge using KCS (Knowledge-Centered Service) practices.
• Promote the adoption of self-service offerings, including knowledge bases and community resources.

Requirements

• Minimum 3 years in a support delivery role or 6+ years of equivalent industry experience.
• Deep experience in IT, networking, databases, or SaaS/Cloud application support.
• Proficiency with CRM business systems, JIRA, Confluence, and Microsoft business applications.
• College degree in a technical field or equivalent career experience.
• Must be based in Atlanta for hybrid work.
• US Citizenship may be required for access to and handling of client data.

Nice to have

• On-premise support experience.
• Industry certifications in Windows, Linux, RDBMS, or AWS.

Culture & Benefits

• Commitment to lifelong learning, humility, and humor in a collaborative environment.
• Opportunity to work with leading cloud infrastructure and AI/ML technologies.
• Global organization that values diversity and authenticity.
• Recognized as a Best Place to Work by Comparably.com.