Senior Support Engineer II

TL;DR

Senior Support Engineer II (SaaS): Serving as the final technical authority in global support organization, investigating complex bugs, mentoring engineers, and bridging support to product/engineering with an accent on root cause analysis, defect identification, and observability improvements. Focus on troubleshooting distributed systems, optimizing SQL queries, resolving integration issues, and advocating for platform fixes.

Prague, Czech Republic (hybrid role, at least 2 days per week in office). You must have work authorization to work in Prague, CZ.

Company

hirify.global is a data intelligence platform focused on governance and customer excellence.

What you will do

• Act as SME bridging customer support and product development, reviewing complex tickets and identifying root causes.
• Identify code defects, edge cases, and improvements in logging/monitoring to unblock customers.
• Mentor global support team through training, knowledgebase contributions, and enablement.
• Participate in on-call rotations and liaise with Product Managers/Engineering for fixes.
• Join live customer sessions for expert troubleshooting of environmental issues.

Requirements

• 4+ years in technical customer-facing role (SaaS ideal), 2+ years hands-on development in Java or Python.
• Advanced SQL for query optimization, JDBC/ODBC integrations, database firewalls.
• Log analysis in distributed environments, SaaS-on-premise interactions (networks, proxies, SSL/TLS).
• Working knowledge of Kubernetes (K8s) and Linux.
• Bachelor’s degree or equivalent experience.
• Work authorization for Prague, CZ required.

Nice to have

• Understanding of metadata, data flows in Snowflake, BigQuery, dbt, Informatica, Tableau, Power BI.

Culture & Benefits

• Flexible benefits including competitive compensation, health coverage, and time off.
• Hybrid model to stay connected and collaborative.
• Focus on inclusion, diversity, equity, and belonging.
• Equal opportunity employer with accommodations available.