Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer (SaaS): Investigate and resolve complex customer production issues in a multi-component SaaS environment with an accent on application-level troubleshooting, SQL/data investigation, and structured root-cause analysis. Focus on leading APAC customer technical discussions and incident communication while independently prioritizing and escalating during regional business hours.

Location: Remote (Malaysia - Kuala Lumpur), Remote (Australia), Remote (Thailand)

Company

hirify.global provides a multi-component SaaS platform and is expanding its APAC support presence.

What you will do

• Investigate complex customer issues across application behavior, workflows, and integrations in a multi-component SaaS platform.
• Analyse system behavior using SQL and database investigation to validate data, find inconsistencies, and isolate root causes.
• Troubleshoot application issues using browser developer tools (Network/Console), inspecting request/response data (e.g., JSON payloads) and API behavior.
• Perform structured debugging using logs, monitoring tools, APIs, and data analysis; create reproducible bug reports.
• Act as the primary technical contact for APAC customers: handle written communication, customer calls, and incident discussions.
• Independently prioritize and decide when to escalate during APAC business hours; collaborate with Product, Engineering, and Infrastructure & Deployment teams in Europe to drive resolution.

Requirements

• 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered).
• Strong ability to troubleshoot complex software systems and perform root cause analysis.
• Working knowledge of SQL and experience investigating issues using data and database queries.
• Familiarity with browser developer tools (DevTools, Network tab) and inspecting request/response data (e.g., JSON payloads).
• Structured, methodical debugging using logs/monitoring tools/APIs and clear communication with both technical and non-technical stakeholders.
• Ability to take ownership of problems until resolution and work effectively with ambiguity.

Nice to have

• Experience supporting SaaS or enterprise software.
• Experience with application logs and debugging workflows.
• Experience with ticketing systems and customer-facing technical support.
• Exposure to relational database schemas and data models.

Culture & Benefits

• Flexible work arrangement aligned with the role.
• Competitive compensation.
• Continuous improvement and learning opportunities.
• Top-notch offices and equipment.
• Support function scaling with opportunities to influence tooling, documentation, and support processes.

Hiring process

• Interviews to assess technical troubleshooting skills, structured problem-solving, and customer communication.
• Discussion of experience with SaaS/application support and incident ownership.