Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (B2B SaaS): Ensuring smooth issue resolution for a mission-critical SaaS platform with an accent on technical troubleshooting, bug localization, and cross-functional coordination. Focus on debugging JavaScript, TypeScript, and Java source code and leveraging AI tools to optimize triage and knowledge base authoring.

Location: Hybrid in Madrid, Spain (minimum 3 days per week in office)

Company

hirify.global develops holistic Software-as-a-Service solutions leveraging AI to help global companies ensure transparency, efficiency, and trust across their value chains.

What you will do

• Own customer issues end-to-end, from triage and reproduction to resolution and communication.
• Debug JavaScript, TypeScript, and Java code to precisely localize bugs for the Engineering team.
• Perform deep technical investigations using logs, network traces, and application state.
• Integrate AI tooling daily for triage, log analysis, and knowledge base authoring.
• Collaborate with Product and Engineering teams to identify recurring patterns and resolve root causes.
• Develop and maintain internal and customer-facing knowledge base content.

Requirements

• 1–3 years of experience in Technical, Application, or SaaS Support.
• Ability to read and navigate source code in JavaScript, TypeScript, and Java.
• Strong analytical mindset focused on system behavior and production debugging.
• Proven experience of integrating AI tools into professional workflows.
• Fluent English; proficiency in German or Spanish is a strong plus.
• Must be based in Madrid to support the hybrid work model.

Nice to have

• Familiarity with Jira Service Management, Freshdesk, or Azure DevOps.

Culture & Benefits

• Purpose-driven mission working with global industry pioneers.
• Open communication culture and collaborative teamwork.
• Flexible hybrid work model balancing productivity and in-person collaboration.
• Opportunities for professional growth within an international environment.
• Regular team events and knowledge-sharing sessions.