Technical Support Engineer (PaaS)

TL;DR

Technical Support Engineer (PaaS): Providing expert technical assistance for open-source data technologies with an accent on troubleshooting complex issues across AWS, Google Cloud, and Azure. Focus on diagnosing system malfunctions, automating repetitive tasks, and leveraging AI-driven workflows to ensure high-quality customer resolutions.

Company

hirify.global is a global data and AI platform provider that simplifies the management of open-source technologies in the cloud.

What you will do

• Take ownership of customer issues from initial report to final resolution.
• Troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch.
• Diagnose and resolve technical issues using ticketing systems and AI-assisted diagnostic tools.
• Communicate clearly and empathetically with enterprise and startup developers.
• Escalate complex technical issues to internal Operations, Security, and Product teams.
• Contribute to internal and external knowledge bases by documenting new solutions.

Requirements

• 1+ years of experience in technical support or systems engineering in a PaaS/SaaS or enterprise IT environment.
• Ability to work within agreed APAC shift patterns to ensure regional coverage.
• Basic-level Linux and networking knowledge.
• Experience with at least one public cloud provider: AWS, Google Cloud, or Azure.
• Familiarity with AI tools like ChatGPT, Copilot, or Claude for technical tasks.
• Strong verbal and written communication skills for global customer interaction.

Nice to have

• Hands-on experience with Apache Kafka, PostgreSQL, MySQL, or OpenSearch.
• Relevant cloud certifications (AWS, Google Cloud, or Azure).
• Experience with Slack, Jira, Zendesk, or GitHub.

Culture & Benefits

• Equity participation in hirify.global’s plan.
• Hybrid work policy for better work-life balance.
• Professional Development Plan budget for continuous learning.
• Holistic wellbeing support via a global Employee Assistance Program.
• Global Time Off commitment including parental and sick leave.