Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Assisting developers in building digital experiences using an API-driven CMS with an accent on technical troubleshooting and system integrations. Focus on diagnosing scaling issues, analyzing server logs, and bridging the gap between customer needs and the core Engineering team.

Location: Berlin, Germany (Hybrid)

Company

hirify.global is a leading digital experience platform blending composability with native AI capabilities to help businesses deliver personalized content at scale.

What you will do

• Provide ticket-based technical assistance to developers integrating hirify.global's platform.
• Troubleshoot and resolve complex issues related to massive scaling and new integrations.
• Research and identify product issues, escalating critical bugs to the Engineering team.
• Analyze and process server logs to aggregate data and diagnose root causes.
• Develop example code and technical explanations to guide customers through implementations.
• Collaborate across teams in an Agile/Scrum environment to improve internal support processes.

Requirements

• Minimum 2 years of experience in technical support or customer-facing roles using ticketing systems and escalation processes.
• Experience working with APIs and API-based SaaS integrations.
• Technical proficiency in one or more languages: JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift.
• Strong understanding of web and mobile application architecture and UNIX-like command-line tools.
• Ability to read and analyze server logs.
• Excellent English communication skills, both verbal and written.

Culture & Benefits

• Stock options for full-time employees to share in company success.
• Generous paid time off, including vacation, sick, education, and volunteer days.
• Annual wellbeing stipend and a personal annual education budget.
• Fertility and family building benefits with a lifetime reimbursable wallet.
• Office equipment stipend for hybrid or distributed employees.
• Monthly communication stipend for phone and internet.