Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing advanced technical support and resolving complex issues across the hirify.global ecosystem and integrations with an accent on API troubleshooting, log analysis, and root cause identification. Focus on managing high-priority escalations, collaborating with Engineering/Product teams to fix defects, and optimizing support processes.

Location: Hybrid in Sydney

Company

hirify.global is a workforce management platform that helps businesses manage scheduling, time tracking, and compliance.

What you will do

• Provide Tier 3 technical support for the hirify.global ecosystem and related integrations.
• Troubleshoot and resolve complex issues involving REST APIs, JSON, and customized customer configurations.
• Perform deep technical analysis using logs, browser developer tools, and data validation to identify root causes.
• Collaborate with Product and Engineering teams to investigate and resolve platform defects.
• Mentor junior Technical Support Engineers through knowledge sharing and technical guidance.
• Participate in incident response and cross-functional communication during critical customer-impacting events.

Requirements

• 5+ years of experience supporting SaaS platforms in a technical support environment.
• Strong proficiency with REST APIs, JSON, and JavaScript.
• Expertise in debugging using logs and browser developer tools.
• Ability to manage complex escalations and communicate effectively with both technical and non-technical stakeholders.
• Bachelor's degree in Computer Science, IT, or equivalent practical experience preferred.
• Location: Must be based in Sydney for a hybrid work arrangement.

Nice to have

• Experience contributing to process improvement, technical enablement, or operational scalability initiatives.

Culture & Benefits

• Opportunity to act as the final escalation point for complex technical challenges.
• Cross-functional collaboration with Product, Engineering, and Customer Success teams.
• Focus on professional growth through mentoring and technical enablement.
• Fast-paced environment with a customer-first mindset.