Technical Support Engineer I (SaaS)

TL;DR

Technical Support Engineer I (SaaS): Managing customer account changes and product lifecycles with an accent on operational risk mitigation and service continuity. Focus on troubleshooting complex technical issues, coordinating with engineering teams, and maintaining detailed technical documentation.

Location: Hybrid (Portland, USA)

Salary: $60,000 - $80,000 a year

Company

hirify.global empowers organizations in regulated industries to manage risk and ensure compliance in their digital communications across 80+ channels.

What you will do

• Process product downgrades and cancellations while ensuring adherence to policies to prevent service disruptions.
• Resolve complex technical issues by collaborating with Support and Engineering teams via Jira and Slack.
• Log and track customer interactions and case statuses using Salesforce.
• Perform backend work related to account teardowns across multiple platforms.
• Capture and share technical knowledge using Confluence.
• Handle incoming support cases and phone calls.

Requirements

• 5 or more years of customer service experience.
• Ability to troubleshoot technical solutions and understand application consoles.
• Strong technical competency and exceptional attention to detail.
• Strong documentation skills for maintaining detailed case histories.
• Must be based in or able to work in a hybrid setup in Portland.

Culture & Benefits

• Collaborative environment that values lifelong learning, humility, and humor.
• Exposure to the latest AI/ML technology and leading cloud infrastructure platforms.
• Inclusive global organization that values diversity and authenticity.
• Recognized as a Best Place to Work by Comparably.com.