Senior Customer Support Engineer (SaaS)

TL;DR

Senior Customer Support Engineer (SaaS): Identifying and resolving code defects in a software platform with an accent on root cause analysis and system observability. Focus on troubleshooting complex customer issues, collaborating with Product Engineering, and maintaining production stability.

Location: Hybrid in New York, USA. Must be a US citizen residing on US soil.

Salary: $116,000 - $145,000 per year

Company

hirify.global is a data intelligence software platform providing enterprise-grade data governance solutions.

What you will do

• Analyze complex customer issues to determine the root cause of software defects.
• Improve system observability by identifying logging and monitoring enhancements.
• Collaborate with Product Engineering teams to clarify and refine functional requirements.
• Resolve edge cases and apply workarounds to unblock customers.
• Participate in the L3 on-call rotation for product releases and priority issues.

Requirements

• US Citizenship and residency on US soil required.
• This position is not eligible for visa sponsorship.
• 4+ years of experience in customer-facing roles, ideally in a SaaS environment.
• Hands-on experience with Linux and relational/non-relational databases (MySQL, PostgreSQL).
• Proficiency with Java and REST APIs.
• Experience troubleshooting web-based applications and maintaining software in production.

Nice to have

• Knowledge of SSL and SSO certificates.
• Deep experience with PostgreSQL.

Culture & Benefits

• Hybrid work model requiring at least two days per week in the New York office.
• Competitive total rewards package including bonus potential and equity.
• Flex Fund monthly stipend and pension/401k plans.
• Comprehensive health coverage and flexible time off.
• Inclusive workplace celebrating diversity and equal opportunity.