Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-level technical assistance and troubleshooting for a usage-based billing platform with an accent on API integrations and internal tool development. Focus on diagnosing complex customer-facing issues, bridging the gap between customers and engineering, and improving the product roadmap through feedback.

Location: Must be based in New York City or the San Francisco Bay Area

Salary: $137,000 - $205,600

Company

hirify.global is a leading usage-based billing platform designed for modern software companies to streamline finance workflows and pricing models.

What you will do

• Provide technical guidance to developers on best practices for API integrations and product functionality.
• Troubleshoot and diagnose customer blockers, escalating issues with detailed context to the engineering team.
• Develop internal tools to automate customer workflows and identify product feature gaps.
• Design and implement a comprehensive knowledge base to assist customers.
• Collaborate closely with engineering, customer success, and solutions architecture teams.
• Influence the product roadmap by providing feedback based on recurring customer challenges.

Requirements

• 2+ years of experience in a B2B customer-facing technical support organization or in engineering.
• Ability to debug and triage bugs and escalations from customers.
• Experience writing scripts or internal tools using APIs and functional knowledge of SQL.
• Strong written and verbal communication skills for breaking down complex technical concepts.
• Mindset of customer empathy and ability to solve challenging problems.
• Must be located in New York City or the San Francisco Bay Area.

Nice to have

• Programming experience in TypeScript, Python, or Ruby.
• Experience as an early or founding member of a support team, including building processes from scratch.
• Startup experience and familiarity with scaling support operations.
• Experience with business-critical modern enterprise software.
• Proficiency with ticketing systems such as Pylon, Zendesk, or Front.

Culture & Benefits

• Competitive total rewards package including market-benched equity.
• Comprehensive health benefits.
• Inclusive and fun environment focused on high customer value.
• Opportunity to work with high-profile customers like OpenAI, NVIDIA, and Anthropic.