Senior Technical Support Engineer (SaaS)

TL;DR

Senior Technical Support Engineer (SaaS): Providing expert-level technical assistance for a product ecosystem with an accent on diagnosing complex software, API, and infrastructure issues. Focus on conducting root cause analysis, collaborating with engineering for bug fixes, and maintaining technical documentation.

Location: Barcelona or Santander, Spain

Company

hirify.global is a high-performing global distributor of technology products and services.

What you will do

• Respond to complex technical service requests from customers via phone and email.
• Diagnose and resolve technical problems across software, APIs, integrations, and infrastructure.
• Perform root cause analysis and collaborate with engineering on bug fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response and participate in on-call rotations for critical issues.
• Analyze support trends to partner with Product and Engineering on long-term solutions.

Requirements

• 4–7+ years of experience in technical support or solutions engineering.
• Deep expertise with SaaS platforms, APIs, databases, and cloud services (AWS, Azure).
• Proficiency in scripting (Python/Shell) and working within Linux environments.
• Strong knowledge of web technologies (DNS, HTTP/S, FTP) and API protocols (JSON, REST, OAuth).
• Experience using ticketing systems such as Zendesk or Jira.
• Fluent in English (verbal and written).

Nice to have

• ITIL or Microsoft Azure certifications.
• Hands-on experience with Docker and Kubernetes.
• Programming/scripting experience in PHP or SQL.
• Experience with JIRA and Confluence.

Culture & Benefits

• Work within a high-performing support team in a fast-paced environment.
• Opportunity to become a subject matter expert on complex cloud and hardware solutions.
• Collaborative culture with close interaction between various departments and vendors.
• Dynamic business environment that encourages learning new technologies.