Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Resolving technically complex customer issues for a feature management platform with an accent on SDKs and integration patterns. Focus on troubleshooting platform issues, analyzing case trends, and improving internal workflows to enhance customer experience.

Location: Must be based in the UK

Company

hirify.global provides a feature management platform that enables developers to innovate faster and protect releases by instantly rewinding changes when issues occur.

What you will do

• Resolve routine and moderate-complexity customer issues using SDKs and integration patterns.
• Troubleshoot customer problems and escalate ambiguous cases with a recommended course of action.
• Analyze support case trends to identify recurring issues and recommend improvements to tooling or workflows.
• Develop technical depth in the platform and integrations to increase independent resolution rates.
• Collaborate across departments to improve the overall customer experience.

Requirements

• Based in the UK.
• Working hours aligned to EMEA business hours.
• 2+ years of professional experience in a customer-facing technical role.
• Knowledge of programming concepts and fluency in at least one language (e.g., Node.js, PHP, Java).
• Passion for learning and advocating for customer success.

Culture & Benefits

• Remote-flexible working arrangement.
• Strong compensation package including equity.
• Inclusive work environment that embraces diversity.
• Opportunities for continuous professional and technical growth.