Associate Technical Support Engineer (SaaS)

TL;DR

Associate Technical Support Engineer (SaaS): Supporting customers with cloud-native endpoint management across Windows, macOS, and Linux environments with an accent on troubleshooting device enrollment, patch deployment, and automation workflows. Focus on diagnosing complex technical issues, documenting findings, and ensuring clear resolution for enterprise clients.

Location: Remote (USA only). Note: Not hiring in California or New York metro. Must be able to pass a background check and complete local in-person verification.

Salary: $70,000–$75,000 USD

Company

hirify.global is a cloud-native IT operations platform that enables organizations to automatically configure, patch, and secure endpoints worldwide.

What you will do

• Own assigned customer support cases from initial investigation through resolution or escalation.
• Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, and script behavior.
• Review logs, endpoint configuration, and network settings to identify root causes.
• Support customers across Windows, macOS, and Linux environments.
• Help customers identify environmental blockers such as proxies, firewalls, and permission restrictions.
• Gather escalation details for Engineering and maintain internal knowledge base articles.

Requirements

• 1–2+ years of experience in technical support, IT support, or systems administration.
• Practical troubleshooting experience with Windows, macOS, or Linux.
• Basic understanding of networking concepts (DNS, routing, proxies, firewalls).
• Basic understanding of endpoint security concepts (antivirus, EDR, SSL inspection).
• Comfort reading or adjusting simple scripts in PowerShell or Bash.
• Must be authorized to work in the US without sponsorship.

Nice to have

• Experience with patch management, MDM, or RMM tools.
• Familiarity with REST APIs, JSON, and Postman.
• Experience supporting enterprise SaaS customers in SLA-driven environments.
• Experience with ticketing tools like Zendesk, Salesforce, or Jira.

Culture & Benefits

• Competitive salary with equity for full-time employees.
• 401K match and comprehensive health plans with employer contributions.
• Flexible PTO and generous sick time policy.
• $500 home office stipend and $50/month internet reimbursement.
• Lifestyle spending account and adoption benefits.