Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer (B2B SaaS): Resolving complex technical issues across APIs, integrations, and distributed systems with an accent on root cause analysis and AI-augmented support. Focus on debugging REST/GraphQL APIs, optimizing internal technical documentation, and collaborating with Engineering to drive product improvements.

Location: Hybrid (Sankt Gallen, Switzerland) - must be able to come to the office once per week

Company

hirify.global is a B2B SaaS company evolving its support organization through AI augmentation and high-level technical expertise.

What you will do

• Own the investigation and resolution of complex technical issues across APIs, integrations, authentication, and provisioning.
• Guide customers and developers through technical challenges via email, chat, and live calls.
• Identify root causes, distinguish bugs from configuration gaps, and collaborate with Engineering for resolutions.
• Create high-quality bug reports and provide technical context to Product and Engineering teams.
• Improve internal documentation, Help Center content, and AI knowledge sources to scale support.
• Develop and maintain troubleshooting guides to empower both customers and internal teammates.

Requirements

• Ability to work in a hybrid format, visiting the St. Gallen office once per week.
• 5+ years of experience in Technical Support or Solutions Engineering within B2B SaaS.
• Fluency in SQL and hands-on experience with scripting languages such as Python or JavaScript.
• Solid working knowledge of REST or GraphQL APIs, including debugging requests and responses.
• Strong diagnostic skills for reading logs, querying data, and isolating issues in distributed systems.
• Fluent English proficiency.