Customer Success Engineer II (SaaS)

TL;DR

Customer Success Engineer II (SaaS): Providing Tier 1 and Tier 2 technical support for a continuous controls monitoring platform with an accent on troubleshooting, ticket resolution, and customer enablement. Focus on managing complex cases, maintaining documentation in Salesforce and Jira, and collaborating with success managers to ensure high-quality platform assistance.

Location: Must be a US Citizen. Fully remote with optional office presence in Boston, Knoxville, or DC.

Company

hirify.global is a leader in continuous controls monitoring (CCM), helping organizations bridge security, risk, and compliance through modern lifecycle management.

What you will do

• Serve as the primary point of contact for customer issues via the Support Portal.
• Perform Tier 1 and Tier 2 troubleshooting, reproducing issues and documenting findings.
• Escalate complex technical cases to Tier 3 with comprehensive documentation.
• Maintain accurate records of interactions and resolutions in Salesforce and Jira.
• Create and update knowledge base articles, FAQs, and training materials.
• Assist Customer Success Managers with customer check-ins and success initiatives.

Requirements

• Must be a US Citizen and subject to background checks and drug testing.
• 2–4 years of experience in technical support, help desk, or customer success within a B2B environment.
• Proficiency with SaaS products and ticketing systems like Salesforce and Jira.
• Strong troubleshooting, problem-solving, and organizational skills.
• Clear written and verbal communication abilities for diverse audiences.
• Willingness to learn about cybersecurity and compliance domains.

Nice to have

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Relevant certifications such as CompTIA A+, Network+, or ITIL.
• Prior internship experience in technical support.

Culture & Benefits

• Opportunity to work with a modern, high-growth CCM platform.
• Collaborative environment aligned by commercial or federal segments.
• Focus on professional growth in cybersecurity and enterprise SaaS.
• Flexible remote work policy with optional office hubs.