Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-quality technical assistance and troubleshooting for a revenue team platform with an accent on resolving complex customer issues and reporting trends. Focus on managing multi-channel support streams, collaborating across departments, and ensuring overall problem resolution to prevent recurrence.

Location: Hybrid; must be based in Seattle, WA (1-2 days per week in office)

Company

hirify.global is a platform for revenue teams that integrates agentic AI and conversation intelligence to automate workflows and enhance GTM performance for enterprise organizations.

What you will do

• Manage inbound support emails, chats, and phone calls, as well as conduct outgoing customer calls.
• Provide high-quality technical support to resolve customer questions and identify emerging trends.
• Educate customers on best practices to help them achieve their business goals.
• Collaborate with various internal departments to champion product investments and process updates.
• Utilize a technical stack including Salesforce, Datadog, Twilio, and FreshDesk for daily operations.

Requirements

• 1-3+ years of technical support experience supporting a SaaS platform or a Bachelor’s degree in a related field.
• Excellent written and verbal communication skills.
• Strong sense of empathy and high attention to detail in problem-solving.
• Ability to work independently and manage priorities in a fast-paced environment.
• Must be based in the US and able to work from the Seattle office 1-2 days per week.

Nice to have

• Experience with Zendesk, Slack, Salesforce, Microsoft Office, Twilio, Datadog, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, or 8X8.