Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS): Resolving complex customer issues and driving improvements across the support organization with an accent on deep technical platform knowledge and cross-functional collaboration. Focus on mentoring team members, influencing product prioritization, and optimizing support workflows for the APJ region.

Location: Must be based in Australia, with working hours aligned to APJ business hours.

Salary: AUD $135,000 - $186,000

Company

hirify.global is a feature management platform that helps software teams innovate faster and manage releases with greater stability and control.

What you will do

• Resolve complex, ambiguous customer issues independently using deep knowledge of the platform and SDKs.
• Serve as an escalation point for the APJ team, providing recommended courses of action for non-routine cases.
• Identify systemic trends in support cases to drive improvements in internal workflows, tooling, and documentation.
• Collaborate with Engineering and Product teams to influence bug and feature prioritization based on customer data.
• Mentor junior team members and contribute to onboarding programs and knowledge sharing.
• Participate in cross-functional programs to extend the impact of the support organization.

Requirements

• Minimum of 8 years of professional experience in technical support, software engineering, or a customer-facing technical role.
• Must be based in Australia with availability during APJ business hours.
• Fluent in at least one programming language such as Node.js, Java, or PHP.
• Strong working knowledge of modern software delivery practices.
• Proven ability to adapt communication for both technical and non-technical stakeholders.
• Experience building relationships and influencing outcomes across different teams.

Culture & Benefits

• Competitive compensation package including equity (RSUs).
• Comprehensive health benefits including medical, dental, and vision insurance.
• Mental health benefits.
• Remote-friendly work environment with high flexibility.
• Culture built on trust, transparency, and diversity.