Support Engineer II (SaaS)

TL;DR

Support Engineer II (SaaS): Resolving complex technical issues for an enterprise conversational AI platform with an accent on troubleshooting, SLA adherence, and cross-functional collaboration. Focus on identifying root causes using monitoring tools, optimizing data retrieval via SQL, and mentoring Tier 1 support.

Location: Remote

Company

hirify.global is a global leader in enterprise conversations, providing a Conversational Cloud platform that leverages AI to connect leading brands with millions of consumers.

What you will do

• Resolve complex technical issues for global customers and internal teams to maintain high satisfaction.
• Provide technical support within SLA, ensuring professionalism and high service quality.
• Manage the escalation process by thoroughly investigating and documenting cases for the L3 SME team.
• Mentor Tier 1 support engineers and provide technical consultations.
• Take ownership of L2 escalated issues and drive them to resolution.
• Lead and participate in internal projects within the Support organization.

Requirements

• 3-5 years of experience as a Tier 2/3 Support Engineer in a SaaS or web company.
• Proficiency in SQL for data retrieval and a good understanding of HTML/CSS.
• Hands-on experience with monitoring tools such as Fiddler, Wireshark, and Chrome DevTools.
• Solid understanding of networking core concepts, APIs, and SDKs.
• Excellent service-oriented verbal and written English communication skills.
• Ability to work flexible hours, including nights, weekends, and on-call duties for crisis management.

Nice to have

• Basic understanding of JavaScript.

Culture & Benefits

• Comprehensive health package including medical, dental, and vision.
• Generous time off with 28 vacation days.
• Professional development through tuition reimbursement and internal resources.
• Practical perks including food vouchers.
• Remote-friendly work environment and inclusive workplace culture.