Platform Support Engineer (SaaS)

TL;DR

Platform Support Engineer (SaaS): Resolving technical incidents and troubleshooting complex queries for a Sales Performance Management platform with an accent on SaaS infrastructure, SQL scripting, and client communication. Focus on analyzing log files, reproducing bugs, and maintaining high SLA/QA targets to ensure seamless product adoption.

Location: Remote (Mexico only). Must work within Eastern Standard Time (EST) business hours.

Company

hirify.global provides cutting-edge SaaS solutions for Sales Performance Management (SPM) to help global organizations optimize revenue and seller performance.

What you will do

• Troubleshoot and resolve technical incidents by collecting problem descriptions, traces, and log files.
• Manage client communication and update CRM records throughout the investigation process.
• Collaborate with product and development teams to report bugs and suggest enhancements.
• Support KPI targets including SLA, QA, and resolution rates.
• Participate in scheduled weekend on-call rotations.
• Provide guidance and best practices for the deployment and utilization of hirify.global products.

Requirements

• Must be based in Mexico.
• Availability to work within Eastern Standard Time (EST) business hours.
• 2+ years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Proficiency in SQL scripting and relational database concepts.
• English proficiency level B2 or higher.

Culture & Benefits

• Comprehensive employee insurance coverage including medical, dental, vision, and life insurance.
• Market-leading compensation package and wellness programs.
• Remote work flexibility within a multicultural, global environment.
• Annual time off in accordance with legislative requirements.
• Continuous professional development and growth opportunities.