Application Support Engineer (L3) (SaaS)

TL;DR

Application Support Engineer (L3) (SaaS): Providing high-level technical support and troubleshooting for a salon management platform with an accent on root cause analysis and production monitoring. Focus on resolving complex system issues, collaborating with product teams, and mentoring L2 engineers.

Location: Must be based in specific US states (AZ, CT, FL, IL, MD, MA, NJ, NY, NC, OH, OK, PA, TX, UT) or Canadian provinces (Ontario, Quebec)

Company

hirify.global is a SaaS platform powering over 11,000 hair, beauty, and medi-spa businesses globally.

What you will do

• Perform production issue troubleshooting, resolution, and root cause analysis using advanced monitoring tools.
• Collaborate with software engineers and product managers in stand-ups and planning sessions.
• Investigate reported system issues to ensure timely responses to client needs.
• Escalate critical issues to the Product and Development teams.
• Create and maintain clear, concise technical knowledge articles.
• Mentor Level 2 (L2) engineers to support their career progression.

Requirements

• Experience in application support for high-traffic web or cloud-based systems.
• Proficiency with relational databases such as MySQL or PostgreSQL.
• Experience working with REST/JSON and GraphQL APIs.
• Ability to read and analyze application and database logs.
• Basic understanding of programming fundamentals.
• Must be located in the specified US states or Canadian provinces.

Nice to have

• Experience with SaaS logging or reporting platforms.
• Knowledge of applications deployed on AWS infrastructure.
• Working knowledge of Java.
• Experience with frontend technologies (HTML, Javascript, Ember, React Native, or Swing).

Culture & Benefits

• Employer-paid Medical, Dental, Life, AD&D, and Short Term Disability insurance.
• Access to 401(k) and upgraded insurance options.
• Dedicated in-house Learning and Development/Business coaching and LinkedIn Learning access.
• Culture of positivity with regular social events to build camaraderie.
• Support for Employee Resource Groups and internal clubs.
• Flexible work arrangements to support work-life balance.