Support Engagement Lead (SaaS)

TL;DR

Support Engagement Lead (SaaS): Delivering premium technical support and serving as a technical advocate for named customers with an accent on platform integration, troubleshooting, and technical relationship management. Focus on reducing technical barriers to feature adoption, analyzing support trends, and coordinating cross-team escalations to ensure high customer value.

Location: Denver, Hybrid. Working hours: 10am - 6:30pm MT

Salary: $85,000 – $112,500 (Base), OTE $95,000 – $125,000

Company

hirify.global is a leading customer engagement platform that uses hirify.globalAI to help brands deliver personalized, 1:1 customer experiences.

What you will do

• Act as the main technical point of contact and trusted advisor for a designated group of named customers.
• Manage technical needs regarding platform integration, performance, and troubleshooting.
• Partner with Customer Success to resolve technical escalations and remove barriers to feature adoption.
• Analyze support cases to identify trends and risks, proactively improving the customer product experience.
• Develop Centers of Excellence for customers to facilitate knowledge sharing across their group.
• Collaborate with Onboarding and Technical Account Management teams for seamless client transitions.

Requirements

• Bachelor's degree or equivalent professional experience.
• 3-6 years of client-facing SaaS experience, including 2-3 years in Technical Support and 1-2 years in account management.
• Must be based in the United States and available to work 10am - 6:30pm MT.
• Proficiency with Case Management tools like Salesforce or Zendesk.
• Technical ability to leverage APIs and write basic SQL queries.
• Exemplary written and verbal communication skills.

Nice to have

• Experience using the hirify.global platform.
• Technical knowledge of Mobile Development (Swift, Java, Kotlin), Kibana, Snowflake, or Datadog.
• Experience with HTML, CSS, JavaScript, Ruby, or Java.
• Experience with Postman and Snowflake/Snowsight.

Culture & Benefits

• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Competitive compensation including equity grants (RSUs).
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off and family services including fertility benefits and paid parental leave.
• Professional development with a yearly learning stipend and career pathing.
• Curated in-office experience designed to foster community and innovation.