Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS): Investigating and resolving complex production issues in a multi-component SaaS platform with an accent on application-level troubleshooting, database analysis, and customer engagement. Focus on acting as the primary technical contact for North America, independently managing incidents, and collaborating with engineering teams in Europe to drive root cause resolution.

Location: Must be based in or near Houston, Texas (Hybrid)

Company

hirify.global is a fast-growing software company providing complex SaaS solutions for industrial asset management.

What you will do

• Investigate complex customer issues by tracing problems through application behavior, workflows, and integrations.
• Analyze system behavior using SQL queries and database investigation to isolate root causes.
• Inspect API behavior, requests, and responses using browser developer tools.
• Serve as the primary technical contact for North American customers, handling incidents and technical discussions.
• Communicate technical findings clearly to both customers and internal engineering teams.
• Create structured bug reports and collaborate with teams in Europe to drive resolution.

Requirements

• 6+ years of experience in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum).
• Very good English and Spanish skills (spoken and written).
• Must be based in or near Houston, Texas for hybrid work.
• Strong analytical skills with experience in structured debugging and root cause analysis.
• Working knowledge of SQL and database investigation.
• Ability to inspect JSON payloads and API behavior.

Nice to have

• Experience supporting SaaS or enterprise software.
• Familiarity with application logs and debugging workflows.
• Experience with ticketing systems.
• Exposure to relational database schemas.

Culture & Benefits

• Competitive compensation package.
• Flexible work arrangements that fit the role.
• Access to top-notch office equipment.
• Continuous learning and professional growth opportunities.
• Engaged and collaborative team environment with regular team activities.