Technical Support Engineer (PaaS/SaaS)

TL;DR

Technical Support Engineer (PaaS/SaaS): Troubleshooting open-source data technologies and resolving customer issues within a multi-cloud environment with an accent on PostgreSQL, Kafka, and OpenSearch. Focus on diagnosing complex technical malfunctions, automating repetitive tasks using Python, and ensuring regional coverage for the APAC market.

Location: Hybrid work policy; must be available to work within APAC shift patterns

Company

hirify.global is a global Data & AI Platform provider leveraging popular open-source technologies to help companies accelerate time-to-market and drive efficiency across any cloud.

What you will do

• Take full ownership of customer issues through to resolution, maintaining transparent communication.
• Troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch across AWS, Google Cloud, and Azure.
• Diagnose and resolve technical issues using a ticketing system and a mix of AI-assisted and manual diagnostic tools.
• Collaborate with and escalate complex issues to SRE, Operations, Security, and Product teams.
• Research, reproduce, and report product malfunctions using Jira.
• Contribute to internal and external knowledge bases and document AI-driven workflows.

Requirements

• 1+ years of experience in technical support or systems engineering, preferably in a PaaS/SaaS or enterprise IT environment.
• Basic knowledge of Linux (Fedora) and networking.
• Experience with at least one public cloud provider: AWS, Google Cloud, or Azure.
• Familiarity with AI tools (ChatGPT, Copilot, Claude) for scripting, log summarization, or explaining complex concepts.
• Effective verbal and written communication skills for global customer interaction.
• Ability to work within agreed APAC shift patterns.

Nice to have

• Hands-on experience with Apache Kafka, PostgreSQL, MySQL, or OpenSearch.
• Certifications for AWS, Google Cloud, or Azure.
• Experience with Slack, Jira, Zendesk, or GitHub.

Culture & Benefits

• Participation in hirify.global’s equity plan.
• Hybrid work policy to support work-life balance.
• Professional Development Plan budget for learning opportunities.
• Holistic wellbeing support via a global Employee Assistance Program.
• Global Time Off Commitment, including parental, sick, and personal leave.