Support Engineer (SaaS)

TL;DR

Support Engineer (SaaS): Diagnosing, troubleshooting, and resolving complex customer issues for a high-growth enterprise AppGen platform with an accent on web technologies, database management, and API integrations. Focus on advocating for customer needs, improving support operations, and maintaining high-availability production environments.

Location: Must be based in the United States or the UK (Hybrid work model).

Salary: $112,500 – $184,000 per year.

Company

hirify.global is an enterprise AppGen platform that transforms natural language into production-ready code, enabling teams to build custom internal software safely and efficiently.

What you will do

• Communicate with users daily via Service Cloud and Zoom to resolve technical issues.
• Debug complex problems by exploring codebases, logs, and test instances.
• Troubleshoot bugs, formalize reports, and advocate for customer needs internally.
• Teach users best practices for performance and development workflows.
• Contribute to documentation and improve internal support operations.
• Analyze support metrics to identify trends and share actionable findings.

Requirements

• 2-4 years of experience in technical, customer-facing roles.
• Intermediate proficiency in JavaScript and web development.
• Experience supporting SQL or NoSQL database management systems.
• Strong understanding of RESTful APIs, latency bottlenecks, and error handling.
• Proven ability to diagnose complex issues in high-availability production environments.
• Must be authorized to work in the US or UK as specified by company hiring policies.

Nice to have

• Relevant cloud certifications (AWS Certified Cloud Practitioner/Solutions Architect, Google Cloud Associate Cloud Engineer).
• Experience with React and ability to fix minor bugs in the codebase.

Culture & Benefits

• Comprehensive benefit plan including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Equity compensation packages.
• Hybrid work environment.
• Collaborative team culture focused on innovation and customer success.