Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Resolving complex L2 technical issues for mobile subscription and SDK integrations with an accent on log analysis, SQL queries, and API troubleshooting. Focus on bridging the gap between customers and engineering by reproducing bugs, maintaining high SLA/CSAT standards, and ensuring reliable async support coverage.

Location: Flexible remote work or onsite in Belgrade or London.

Company

hirify.global is a fast-growing SaaS platform powering in-app purchases and paywalls for over 20,000 mobile applications.

What you will do

• Independently resolve L2 support cases end-to-end for B2B customers.
• Investigate subscription, SDK, and integration issues using logs, SQL, and API tools.
• Reproduce technical issues and create actionable bug reports for the engineering team.
• Maintain high response SLA and CSAT targets through clear written communication.
• Perform root cause analysis before escalating complex issues to L3.
• Contribute to internal documentation and provide reliable async coverage including night shifts.

Requirements

• 1+ year of experience in 2nd-line (L2) support within a B2B environment.
• Proficiency in SQL and API tools to navigate logs and databases.
• Strong written English (Intermediate+ level) for daily customer interactions.
• Proven ability to investigate issues independently before escalating.
• Ability to work in an async environment with clear handover habits.

Nice to have

• Basic knowledge of mobile development.
• Experience reading server or SDK logs.
• Familiarity with App Store/Play Store billing, StoreKit, and IAP edge cases.

Culture & Benefits

• Exceptional compensation tied to performance.
• Flexible remote work policy with options for office presence in Belgrade or London.
• Professional development support including language learning and sports.
• Comprehensive health insurance and laptop coverage.
• Direct communication culture with minimal bureaucracy.