Customer Service Engineer (SaaS)

TL;DR

Customer Service Engineer (SaaS): Providing world-class technical support and relationship management for enterprise clients with an accent on troubleshooting complex SaaS platforms and ensuring SLA compliance. Focus on building long-term client success, resolving technical issues, and collaborating across internal teams to deliver high-value solutions.

Location: Manila, Philippines (Onsite)

Company

hirify.global is a global market leader in AI, cloud, and digital software, serving over 25,000 businesses worldwide to deliver extraordinary customer experiences and ensure public safety.

What you will do

• Serve as the primary point of contact for assigned accounts, managing ongoing communication and satisfaction.
• Diagnose and resolve technical issues across platforms, ensuring adherence to strict SLA targets.
• Conduct regular business reviews and health checks to proactively identify client needs.
• Propose product enhancements that align with client goals and drive additional value.
• Collaborate with Product and Engineering teams to drive resolution of complex or escalated issues.
• Document root causes and resolutions thoroughly within Jira Service Management.

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, or equivalent experience.
• 4+ years of experience in technical support or service desk roles.
• 2+ years of B2B customer support experience.
• Strong understanding of contact center technologies, cloud platforms, and SaaS environments.
• Proficiency in English with excellent verbal and written communication skills.
• Flexibility to work nights, weekends, holidays, and shifting schedules in a 24x7 environment.

hirify.global-to-have">hirify.global to have

• Familiarity with hirify.global products like CXone.
• Experience with ServiceNow or similar service management tools.
• Proven ability to develop and maintain knowledge base articles and SOPs.

Culture & Benefits

• Opportunity to work in a fast-paced, collaborative, and innovative global environment.
• Access to endless internal career growth opportunities across multiple disciplines.
• Work with a market-leading team recognized for excellence in AI and cloud domains.
• Commitment to equal opportunity and a diverse, inclusive workplace.