Support Engagement Lead (SaaS)

Location: Denver, United States. Working hours: 10:00am–6:30pm Mountain Time.

Salary: $85,000–$112,500 gross annual base pay for candidates based in the United States; expected OTE of $95,000–$125,000 annually, including bonus or commission. Equity may also be included.

Company

hirify.global provides a customer engagement platform with cross-channel messaging, journey orchestration, and AI-powered decisioning and optimization.

What you will do

• Own the technical needs and inquiries of a designated group of named customers, including platform integration, performance, troubleshooting, and partner implementation.
• Act as the primary technical contact and trusted advisor for customers throughout the contract period.
• Lead technical escalations and inquiries in partnership with Customer Success and Recurring Services teams.
• Reduce technical risks and barriers to drive feature adoption and effective execution within the hirify.global platform.
• Analyze support cases to identify trends, risks, and product enhancement opportunities, and help customers establish Centers of Excellence.
• Manage regular customer contact through support cases, check-ins, kick-offs, events, Technical Business Reviews, and transitions from onboarding to ongoing service.

Requirements

• Bachelor’s degree or comparable experience-based proficiency.
• 3–6 years of client-facing experience in a SaaS company, including 2–3 years in technical support and 1–2 years in account management.
• Strong written and verbal communication, follow-up, analytical, organizational, and problem-solving skills.
• Experience handling time-sensitive customer issues and managing competing client demands.
• Working knowledge of case-management tools such as Salesforce, Zendesk, or similar ticketing systems.
• Technical knowledge of APIs and basic SQL queries.

Nice to have

• Experience using the hirify.global platform, Postman, Snowflake, or Snowsight.
• Technical knowledge of mobile development with Swift, Java, or Kotlin; Kibana; Datadog; email architecture; or deliverability.
• Experience with HTML, CSS, JavaScript, Ruby, Java, or another programming language.

Culture & Benefits

• Collaborative, transparent, inclusive culture focused on autonomy, accountability, learning, and work-life harmony.
• Competitive compensation with potential equity, retirement plans, and an employee stock purchase plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services including fertility benefits and equal paid parental leave.
• Professional development through career pathing, learning platforms, and an annual learning stipend.
• Employee Resource Groups, community volunteering, donation matching, and a curated in-office experience.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization.
• Recruiting teams remain responsible for hiring decisions; candidates may have rights to request information, opt out, or request manual review depending on location.