Senior Customer Engineer (SaaS)

TL;DR

Senior Customer Engineer (SaaS): Leading technical strategy for complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation with an accent on connecting technical execution to business outcomes and realizing the value of their investment in hirify.global. Focus on resolving ambiguous customer challenges, and partnering closely with account teams to drive retention, expansion, and customer value.

Location: Must be based in our London office

Company

hirify.global's mission is to improve society's experience with software by providing a simple way to understand and attack what truly drives product success.

What you will do

• Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth across lines of business.
• Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
• Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
• Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
• Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team.
• Serve as an escalation point for complex technical challenges raised by other Customer Engineers.

Requirements

• Passion for working with customers and building strong and impactful customer relationships.
• 5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
• Deep hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to architect and troubleshoot complex front-end implementations.
• Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
• Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
• Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
• Experience mentoring or coaching more junior technical team members.

Nice to have

• Experience with hirify.global, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
• Hands-on experience with mobile app development, including Swift, Android, or React Native.
• Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
• Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.

Culture & Benefits

• Hybrid culture: In-office 3 days per week.
• Comprehensive, top-tier coverage (medical, dental, life).
• Pension match and equity.
• High-value lifestyle perks.
• Value: Bias to Act, Hone Your Craft, The Team is hirify.global, and Maniacal Focus.