Technical Support Engineer I

Location: Portland, United States; hybrid workplace

Salary: $60,000–$70,000 per year base compensation

Company

hirify.global provides digital communications management solutions that help regulated organizations identify compliance, legal, and reputational risks across more than 80 communication channels.

What you will do

• Process product downgrades and cancellations while following policies that prevent operational risk and unintended service disruptions.
• Manage customer account changes, incoming support cases, and calls throughout the case lifecycle.
• Investigate complex technical issues and communicate them clearly to technical and non-technical internal teams and customers.
• Log and track cases in Salesforce, maintaining accurate interaction and status documentation.
• Capture, reuse, and share support knowledge in Confluence.
• Coordinate with Engineering through Jira and Slack, perform backend teardown work, and mentor colleagues handling account changes.

Requirements

• 5 or more years of customer service experience.
• Experience troubleshooting technical solutions and understanding implementation processes and application consoles.
• Ability to analyze complex issues and explain them clearly and accessibly to clients.
• Strong technical competency and exceptional attention to detail, accuracy, and thoroughness.
• Strong documentation skills and the ability to assess priority and urgency.
• Ability to identify opportunities for process improvement.

Culture & Benefits

• Full-time employment in a collaborative Client Services environment.
• Culture focused on purposeful innovation, humility, humor, and continuous learning.
• Opportunities to work with major communications platforms and cloud infrastructure platforms.
• Exposure to AI and ML technologies used to support customer solutions at scale.
• Commitment to diversity and helping employees develop professionally.