Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Diagnosing and troubleshooting complex software and endpoint management issues across Windows, macOS, and Linux environments with an accent on device enrollment, patch deployment, and endpoint automation. Focus on reproducing bugs, collaborating with Engineering, and improving product quality through technical documentation and runbooks.

Location: Remote (US). Must be based in the US; hiring is not available in California or the New York metro area

Salary: $75,000 - $95,000 USD

Company

hirify.global is a cloud-native IT operations platform that helps organizations automatically configure, patch, and secure every endpoint.

What you will do

• Provide technical assistance, troubleshooting, and best-practice guidance to customers and partners.
• Diagnose and resolve issues related to agent connectivity, device enrollment, patch deployment, and policy execution.
• Gather logs, validate defects, and submit actionable bug reports to the Engineering team.
• Collaborate cross-functionally with Engineering, Customer Success, and Product teams to improve the customer experience.
• Create and maintain knowledge base articles and internal troubleshooting runbooks.
• Participate in a rotating after-hours on-call schedule for critical issues.

Requirements

• 2+ years of experience in technical support, IT operations, or SaaS support.
• Working knowledge of Windows, macOS, and Linux endpoint environments and package management.
• Ability to read, modify, and troubleshoot scripts in PowerShell, Bash, or Python.
• Familiarity with REST APIs, JSON payloads, and OpenAPI/Swagger documentation.
• Basic understanding of networking and security concepts (proxies, firewalls, SSL inspection, EDR/EPP).
• Must be able to pass a background check and complete a local in-person verification.
• No work visa sponsorship available.

Nice to have

• Experience with endpoint management tools such as Jamf, WSUS, SCCM, or Microsoft Intune.
• Experience with AWS, cloud infrastructure, or distributed systems.
• Proficiency in SQL or log query tools for technical investigation.

Culture & Benefits

• Competitive salary and equity for full-time employees.
• 401K match and comprehensive health plans with HSA contributions.
• Flexible PTO and generous sick time policy.
• $500 home office stipend and $50 monthly internet reimbursement.
• $25 monthly lifestyle spending account and $10k adoption benefit.