Benefits Administration Technical/Customer Support Engineer (HRTech)

TL;DR

Benefits Administration Technical/Customer Support Engineer (HRTech): Resolving complex customer challenges related to US benefits administration and carrier integrations with an accent on technical troubleshooting and product expertise. Focus on investigating escalated issues via APIs and logs, performing root cause analysis, and collaborating with Engineering to drive product improvements.

Location: Must be based in the US (only in authorized states); strong preference for NYC (hybrid) or EST time zone (remote).

Salary: $103,000 - $129,000

Company

hirify.global helps modern, mid-size businesses transform the way they manage people through its comprehensive HR, payroll, and benefits platform.

What you will do

• Act as the highest level of support for complex Benefits Administration issues, including enrollments and carrier connections.
• Investigate and resolve critical customer challenges regarding eligibility and life events.
• Analyze system behavior using logs, APIs, reporting tools, and internal platforms to identify root causes.
• Partner with Product, Engineering, and Payroll teams to resolve bugs and advocate for product improvements.
• Create technical documentation, troubleshooting guides, and enablement materials to scale support operations.

Requirements

• 4+ years of experience in Benefits Administration and/or HR Technology (hard requirement).
• Strong knowledge of US benefits administration processes (eligibility, enrollments, life events).
• Experience supporting customers within a SaaS environment.
• Proven ability to investigate issues across multiple systems and perform technical root cause analysis.
• Must be based in the US and reside in one of the authorized states.

Nice to have

• Experience with ACA, COBRA, ERISA, or other US benefits compliance.
• Familiarity with APIs, integrations, webhooks, or data troubleshooting.
• Experience with Zendesk, Salesforce, Jira, or Asana.
• Enterprise customer support experience in a high-growth SaaS environment.

Culture & Benefits

• Competitive compensation package including pre-IPO equity and a 401(k) with 3% company match.
• Comprehensive medical, dental, and vision coverage from day one.
• Hybrid working model for NY metro area and remote options for EST time zone.
• Temporary "work-from-anywhere" perk for up to 2 months annually after 6 months of tenure.
• Monthly wellness stipend and home office allowance.
• Additional "Bob balance days" for company-wide long weekends each quarter.