Principal Support Engineer

TL;DR

Principal Support Engineer (API/APIM): Drive technical excellence in post-sales support by leading high-priority escalations, performing deep debugging and source code analysis, and improving platform stability with an accent on incident resolution, RCA, and scalable support operations. Focus on cross-functional leadership with Engineering and Product, automation/AI tooling to reduce response and resolution time, and maintaining high-quality Zendesk submissions and knowledge base documentation.

Company

hirify.global builds an API Management platform used by enterprise customers across industries.

What you will do

• Proactively manage the Zendesk queue, ensuring SLAs are met and stepping in on critical escalations.
• Lead systemic issue investigations and incident resolution, partnering with cross-functional teams and guiding triage practices.
• Perform deep technical investigations (debugging, source code analysis) and contribute bug fixes, tooling, or workarounds to unblock customers.
• Improve operational efficiency by implementing process improvements, automation, and AI tools; maintain ticket quality and actionable submissions.
• Own high-severity incidents via 24/7 global on-call rotation and drive RCA/post-mortems and durable solutions.
• Mentor engineers, document critical knowledge in the Zendesk knowledge base, and influence product-level changes based on support data.

Requirements

• Extensive experience in technical support or success engineering with proven leadership in complex escalations and systemic improvements.
• Strong experience supporting large Enterprise customers.
• Strong background in an API/APIM-driven environment.
• Excellent debugging skills, including reading source code and diagnosing issues in distributed systems.
• Ability to lead without authority and communicate effectively with technical and non-technical stakeholders.
• Willingness to participate in rotational on-call shifts (including weekends) and work with customers across different regions.

Culture & Benefits

• Unlimited paid holidays and remote working from anywhere in the world.
• Employee share scheme.
• Generous maternity and paternity leave.
• Company retreats.
• Flexible working hours based on productivity.

Hiring process

• Interviews focused on technical escalation leadership, debugging/incident experience, and cross-functional collaboration.
• Discussion of support strategy, automation/AI improvements, and on-call expectations.