Product Support Engineer (SaaS)

TL;DR

Product Support Engineer (SaaS): Triage and resolve customer technical issues for a cloud-based platform serving nonprofits with an accent on root cause diagnosis and software troubleshooting. Focus on performing user acceptance testing for feature deployments and creating technical documentation for users.

Location: Hybrid in Cebu, Philippines. Must be eligible to work in the Philippines without sponsorship

Company

hirify.global provides cloud-based software and services to help nonprofits and associations manage fundraising, events, and community engagement.

What you will do

• Triage, analyze, and resolve customer technical problems and diagnose root causes.
• Provide software advice and technical troubleshooting suggestions to customers.
• Create technical documentation and conduct training for users and internal team members.
• Develop test cases and perform User Acceptance Testing (UAT) for large feature releases.
• Act as a subject matter expert (SME) for the product and its features.

Requirements

• BS in Computer Science, Engineering, or relevant professional experience.
• 2+ years of experience with manual cross-browser testing.
• 2+ years of experience in gathering functional requirements and creating executable test cases.
• Technical knowledge of HTML, XML, browser developer tools, and MS Office (SharePoint, Access).
• Experience with CRM, CMS, or membership management systems.
• Eligibility to work in the Philippines without sponsorship.

Nice to have

• Experience working with Agile methodologies.
• Proficiency with Jira or similar bug tracking and test management tools.

Culture & Benefits

• Hybrid work arrangement.
• Comprehensive Medical, Dental, and Optical benefits including dependents.
• Flexible planned Paid Time Off (PTO) and sick leave.
• Company-paid life insurance and hazard pay.
• Purpose-driven culture focused on community involvement and work-life balance.