Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Resolving complex technical issues and bridging communication between customers and internal product teams with an accent on troubleshooting and API diagnostics. Focus on investigating root causes of glitches, managing the ticket lifecycle, and optimizing internal knowledge bases.

Location: Remote (Ukraine)

Company

hirify.global is a B2B advertising platform that enables contact-level account-based marketing (ABM) for enterprises worldwide.

What you will do

• Act as a vital link between CSMs, Product/Development teams, and customers to resolve technically complex support issues.
• Investigate, diagnose, and resolve complex customer issues and integration problems.
• Own the full lifecycle of support tickets, ensuring accurate tracking and clear stakeholder communication.
• Perform deep-dive troubleshooting to identify root causes of technical glitches and bugs.
• Proactively escalate widespread product bugs to engineering teams to minimize customer disruption.
• Contribute to the internal knowledge base by creating documentation for faster issue resolution.

Requirements

• 2+ years of experience in customer-facing technical support, ideally within a B2B SaaS environment.
• Hands-on experience with ticketing tools such as Pylon, Zendesk, Intercom, or Jira Service Desk.
• Solid understanding of web technologies: HTTP, REST, JSON, Cookies, Tokens, and browser behavior.
• Proficiency with Postman or similar API testing tools.
• English: Upper-Intermediate (B2) required.
• Availability to cover the afternoon/evening shift.

Nice to have

• Knowledge of SQL for writing queries and analyzing data.
• Experience with log analysis and monitoring tools like Grafana or Kibana.
• Familiarity with Zapier and Make (Integromat).

Culture & Benefits

• Flat organization with horizontal communication and a startup environment.
• Remote flexibility with a distributed team spanning ten countries.
• Generous and flexible PTO policy to ensure work-life balance.
• Opportunity to work on a product adopted by Fortune 500 companies.