Technical Escalation Engineer

TL;DR

Technical Escalation Engineer: Acting as a critical liaison between Customer Support and Engineering to ensure platform stability and proactive incident management with an accent on technical troubleshooting and process improvement. Focus on safeguarding production environments, analyzing complex technical issues, and enhancing the productivity of the Product and Engineering teams.

Location: Must be based in or able to work from Toronto (Hybrid)

Salary: $95,000 - $140,000 per year

Company

hirify.global is a fast-growing, AI-powered business planning and performance management platform that connects data, people, and processes for global industry leaders.

What you will do

• Act as the primary technical liaison between Customer Support and Engineering teams.
• Monitor production environments to proactively identify and prevent potential issues.
• Manage and resolve technical incidents to ensure platform reliability and customer satisfaction.
• Analyze complex technical problems and summarize findings for engineering stakeholders.
• Propose and implement improvements to internal workflows and incident management practices.
• Maintain high standards of platform integrity and operational excellence.

Requirements

• 5+ years of experience in L3 technical support, software incident management, or as a technical lead.
• Strong ability to understand and interpret code and complex technical concepts.
• Proven experience in building data models.
• Strong problem-solving mindset with a hands-on approach to technical challenges.
• Excellent organizational skills with the ability to prioritize tasks effectively.
• Strong sense of ownership, perseverance, and attention to detail.

Culture & Benefits

• Opportunity to work at a fast-growing, well-funded SaaS company.
• Collaborative environment that values bold ideas and taking smart risks.
• Impactful role with organization-wide visibility and influence.
• Commitment to diversity, inclusion, and equal opportunity employment.
• Access to innovative AI-powered tools and modern development practices.