Product Solutions Engineer (SaaS)

TL;DR

Product Solutions Engineer (SaaS): Bridging the gap between development and support teams to resolve complex customer issues on the Creator Platform with an accent on API troubleshooting, database analysis, and UI debugging. Focus on maintaining high-quality customer experiences through agile collaboration and technical problem-solving.

Company

hirify.global is an AI-powered, all-in-one white-label sales and marketing platform supporting over 2 million businesses globally with a distributed team of over 1,500 members.

What you will do

• Act as the primary point of contact for customer issues related to courses, communities, and client portals.
• Diagnose, troubleshoot, and resolve technical issues in collaboration with development and support teams.
• Maintain detailed records of customer interactions and resolutions within the ticketing system.
• Participate in agile ceremonies including sprint planning, stand-ups, and retrospectives.
• Develop and maintain technical documentation for troubleshooting processes.
• Communicate resolution status clearly and effectively to customers.

Requirements

• Proven experience in a technical support or product solution role, preferably within a SaaS environment.
• Proficiency in agile methodology and experience working in agile teams.
• Basic knowledge of APIs, databases, and UI technologies including MongoDB and RESTful APIs.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities independently in a fast-paced environment.

Nice to have

• Experience with additional programming languages or frameworks.
• Familiarity with various customer support tools and ticketing systems.
• Previous experience in a customer-facing role.

Culture & Benefits

• Global, remote-first work environment with a diverse team across 15+ countries.
• Culture focused on innovation, continuous improvement, and lean principles.
• Opportunity to learn the intricacies of scaling a profitable B2B SaaS startup.
• Commitment to diversity, inclusion, and employee well-being.