Premium Support Engineer (SaaS)

TL;DR

Premium Support Engineer (SaaS): Providing high-level technical support and advisory for strategic enterprise customers with an accent on post-implementation product issues and technical relationship management. Focus on troubleshooting complex web-based applications, optimizing product value, and collaborating with engineering to resolve critical technical challenges.

Location: Remote (USA)

Salary: $104,000 - $130,000

Company

hirify.global is a leading provider of data intelligence software that helps organizations manage and govern their data assets.

What you will do

• Act as the primary technical contact and trusted advisor for a small group of strategic premium accounts.
• Own and manage support tickets, coordinating communication and action plans to ensure timely technical resolution.
• Provide proactive guidance and best practices to mitigate potential issues and maximize product value.
• Collaborate with Customer Success Managers and account teams to maintain a deep understanding of the customer's technical environment.
• Engage with the engineering team to resolve complex issues and provide technical guidance for customer success.

Requirements

• Must be based in the USA.
• 5+ years of experience in a technical customer-facing role, specifically supporting Enterprise SaaS customers.
• Proven background in Technical Account Management or Premium Support for enterprise software applications.
• Proficiency in troubleshooting web-based applications.
• Technical expertise in Java, REST API, and SSO, along with working knowledge of Kubernetes.
• Demonstrated proficiency in using AI tools (e.g., ChatGPT, Claude, Gemini, Copilot) to optimize workflows and solve business challenges.

Nice to have

• Knowledge of VM, SQL, SSL, and LDAP.
• Bachelor's degree or equivalent professional work experience.

Culture & Benefits

• Competitive total rewards including bonus potential and equity for eligible roles.
• Comprehensive health coverage and flexible time-off policies.
• Financial benefits including pension/401k plans and a monthly Flex Fund stipend.
• Inclusive work culture focused on diversity, equity, and belonging.