Product Support Engineer (SaaS)

TL;DR

Product Support Engineer (SaaS): Managing technical support for a higher education platform with an accent on deep diagnostics, log analysis, and systemic issue resolution. Focus on optimizing ticket queues through scripting, knowledge base improvement, and AI-driven deflection.

Location: Hybrid in San Mateo, CA

Compensation: $75K – $100K + Equity

Company

hirify.global transforms the student experience by providing tools for degree planning and career path tracking in higher education.

What you will do

• Own queue health, maintaining high standards for SLA and CSAT.
• Perform deep diagnostics using logs, SQL, and browser devtools to resolve Tier 2 escalations.
• Create high-quality engineering handoffs with clear reproduction steps and hypotheses.
• Eliminate recurring issues by partnering with Product and enhancing knowledge base content.
• Improve support tooling and refine AI-driven deflection content.

Requirements

• 1-2+ years of experience in technical support or solutions engineering at a B2B SaaS company.
• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• Proficiency with diagnostic tools (Datadog, Sentry, CloudWatch, etc.) and SQL.
• Ability to write scripts in Python or Bash to automate repetitive tasks.
• Strong written communication for creating KB articles and customer responses.
• Must be able to work in a hybrid setup in San Mateo, CA.

Culture & Benefits

• Competitive salary and meaningful equity.
• Health insurance with 99% of premiums covered by the company.
• 401(k) and commuter benefits.
• Annual international retreats in diverse locations.
• Flexible, outcome-driven culture based on trust and autonomy.