Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Troubleshooting and resolving technical issues for developers using a headless CMS platform with an accent on API integrations and software troubleshooting. Focus on analyzing server logs, providing code examples, and bridging the gap between customers and the engineering team.

Location: London, United Kingdom (Hybrid)

Company

hirify.global is a leading digital experience platform that helps businesses deliver personalized content at scale using composable architecture and AI.

What you will do

• Provide ticket-based technical assistance to developers building websites and apps.
• Troubleshoot and resolve platform-related issues using API and SaaS integrations.
• Research complex technical problems and escalate them to the Engineering team.
• Analyze server logs to aggregate and analyze data for issue resolution.
• Produce example code to help customers implement technical solutions.

Requirements

• Minimum 2 years of experience in technical support or customer-facing technical roles.
• Proven experience working with APIs and API-based SaaS integrations.
• Troubleshooting experience in languages such as JavaScript, Java, Ruby, .Net, PHP, or Python.
• Proficiency with UNIX-like command-line tools.
• Understanding of how web and mobile applications are architected.
• Excellent English communication skills, both verbal and written.

Nice to have

• Experience working in an Agile/Scrum environment.
• Experience collaborating with global, distributed teams.

Culture & Benefits

• Stock options for full-time employees.
• Generous paid time off, including vacation, sick, education, and volunteer days.
• Personal annual education budget for skill development.
• Annual wellbeing stipend and monthly communication/internet allowance.
• Fertility and family building benefits.
• Office equipment stipend for hybrid and distributed employees.