Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Investigating, diagnosing, and resolving complex Tier 1 and Tier 2 customer issues for international carrier platforms with an accent on SQL-based data analysis and web application architecture. Focus on proactive problem-solving, AI-assisted research, and maintaining high-quality technical documentation.

Location: Must be based in the United States (Central Time Zone)

Salary: $65,000–$75,000

Company

Globys, a division of hirify.global, provides mission-critical B2B portal solutions for the world’s largest telecom carriers.

What you will do

• Serve as the primary technical contact for international carrier customers, resolving issues end-to-end.
• Diagnose web application layers including API responses, data ingestion, and configuration errors.
• Write and execute SQL queries to investigate data discrepancies and support Root Cause Analysis.
• Reproduce customer-reported issues in non-production environments and develop workarounds.
• Use AI tools to research patterns, validate findings, and accelerate technical documentation.
• Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees.

Requirements

• Must be based in the US and available in the Central Time Zone.
• 2-4+ years of experience in technical support, application support, or SaaS support.
• Intermediate SQL proficiency (JOINs, subqueries, aggregations).
• Working knowledge of web architecture (HTTP, REST APIs, JSON).
• Demonstrated self-sufficiency in solving undocumented technical problems.
• Active, practical experience using AI tools (ChatGPT, Claude, etc.) in a professional context.

Nice to have

• Experience with B2B SaaS, telecom billing, or enterprise portal solutions.
• Scripting ability in Python, PowerShell, or Bash.
• Familiarity with ITSM tools like Jira, Zoho, or ServiceNow.
• Experience with API testing tools (Postman, curl) and log analysis (Splunk, Elastic).
• ITIL, Network+, or AWS certifications.

Culture & Benefits

• Comprehensive medical, dental, and vision benefits from day one.
• 3 weeks of vacation plus 5 personal days.
• Employee stock ownership and 401k matching programs.
• Lifestyle rewards and remote-first work environment.