Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Providing technical support and troubleshooting for healthcare AI solutions with an accent on ticket management and software debugging. Focus on resolving complex technical issues, optimizing support processes, and collaborating with Engineering and Product teams to improve user experience.

Location: Remote (LATAM). Must be based in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay

Company

hirify.global is leading the transformation of healthcare using machine learning, generative AI, and behavioral science to empower care teams and improve patient outcomes.

What you will do

• Troubleshoot software issues and provide expert-level technical support to customers via Zendesk.
• Manage ticket queues to minimize response times and maximize first-call resolution rates.
• Collaborate closely with Client Success, Engineering, Product, and Analytics teams to resolve complex problems.
• Engage with stakeholders to gather feedback and validate concepts for product improvement.
• Escalate high-complexity technical issues to senior engineers as needed.
• Stay current with product knowledge to ensure a seamless and high-quality user experience.

Requirements

• 2+ years of experience in customer support.
• Must be located in one of the specified LATAM countries (Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay).
• Understanding of SQL fundamentals, including writing queries, joins, and basic data analysis.
• Proficiency in software troubleshooting, debugging, and experience with Zendesk and JIRA.
• Proven track record of managing a high volume of tickets.
• Experience with issue escalation and working directly with Engineering teams.

Nice to have

• Experience reading and writing SQL queries and working with Datadog logs.
• Professional background in the healthcare industry.

Culture & Benefits

• Opportunity to work with a mission-driven global team impacting the lives of patients.
• Commitment to diversity and equal opportunity employment.
• Collaborative environment focusing on real-world impact and solving meaningful problems.