Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing expert technical assistance to users of a Sales Performance Management platform with an accent on troubleshooting complex queries and resolving technical incidents. Focus on diagnosing web-based application issues, utilizing SQL for database analysis, and collaborating with product teams to enhance software stability.

Location: Remote (Must be based in Mexico)

Company

hirify.global is a market leader in Sales Performance Management (SPM), providing cutting-edge SaaS solutions that empower global organizations to optimize revenue and seller performance.

What you will do

• Troubleshoot and resolve technical incidents by collecting problem descriptions, analyzing traces and log files, and replicating issues.
• Communicate investigation progress to clients and maintain precise records within the CRM system.
• Collaborate with product and development teams to report bugs and contribute to product enhancements.
• Share best practices for the utilization and deployment of hirify.global products to help customers maximize business value.
• Maintain and support KPI targets, including SLA, QA, and resolution rates.
• Participate in a scheduled weekend on-call rotation.

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).
• Familiarity with relational database concepts, basic administration, and SQL scripting.
• English proficiency level B2 or higher (CEFR).

Culture & Benefits

• Market-leading compensation package.
• Comprehensive insurance coverage, including Medical, Dental, Vision, and Life Insurance.
• Wellness programs focused on health and wellbeing.
• Remote work flexibility with a results-driven culture.
• Continuous professional development and growth opportunities.
• Multicultural environment with a global connected culture across Romania, UK, US, and Canada.