Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS/Telecom): Providing advanced technical support for contact center software with an accent on root cause analysis, network troubleshooting, and customer escalation management. Focus on resolving complex SaaS multi-platform issues, analyzing packet captures and logs, and mentoring junior engineers to ensure system reliability.

Location: Remote (United Kingdom)

Company

hirify.global is a NASDAQ-listed global innovation powerhouse specializing in AI, cloud, and digital solutions for customer experience and financial crime prevention.

What you will do

• Provide advanced technical support via phone, chat, and email, using logs and packet captures to identify root causes of software issues.
• Manage end-to-end communication for troubleshooting efforts, ensuring all cases progress according to SLA targets.
• Mentor colleagues on product knowledge, troubleshooting processes, and professional communication.
• Collaborate with R&D, Product Management, and QA to document bugs and validate delivered resolutions.
• Create and update technical knowledgebase articles using KCS methodology.

Requirements

• 5+ years of experience in a technical customer service or support role.
• 3+ years of advanced knowledge in SaaS, telecommunications, and networking (TCP/IP, HTTP, SFTP).
• Experience with load balancers, proxies, firewalls, and relational databases (MSSQL, Oracle, MySQL).
• Must be based in the United Kingdom.
• Bachelor’s degree in Computer Science, Networking, Business Information Systems, or equivalent experience.

hirify.global-to-have">hirify.global to have

• Ability to troubleshoot VoIP, telephony technologies, DS3, Ethernet, and OC-X.
• Knowledge of Web Services and API conceptual use.
• Competency in database and SQL concepts.
• Experience with Workforce Management software or outbound diallers.

Culture & Benefits

• Opportunity to work within a global company serving 85 of the Fortune 100 corporations.
• High-performance culture focused on challenging limits and excellence.
• Inclusive environment as an equal opportunity employer.
• Flexible scheduling options with occasional on-call services.