Technical Support Engineer

Location: Remote globally, excluding the United States; 5 days within a 7-day schedule with weekend availability, with shifts assigned according to business needs.

Company

hirify.global operates an app-based marketplace connecting healthcare professionals with workplaces that need staff, supporting long-term care, home health, hospitals, and other healthcare settings across the United States.

What you will do

• Monitor escalation channels and the Technical Support queue in Zendesk to identify systemic issues early.
• Investigate, reproduce, and document complex product, platform, and data-layer issues using Datadog, internal dashboards, SQL, logs, APIs, backend configurations, and feature toggles.
• Manage live incidents from detection through closure, coordinating with Support, Engineering, and Product while providing structured stakeholder updates.
• Implement and test appropriate fixes before submitting them to Engineering for final review and sign-off.
• Conduct root cause analyses and post-incident reviews, identifying improvements to monitoring, tooling, workflows, and prevention.
• Maintain geofence, facility quiz, and NFC workflows while creating troubleshooting guides and structured improvement proposals.

Requirements

• Professional-level fluency in written and verbal English.
• Experience with observability and analytics tools such as Datadog, Sentry, Snowflake, or similar.
• Familiarity with SQL and reading application logs.
• Background in technical support, SRE, incident response, or a related engineering-adjacent function.
• Ability to investigate APIs, backend configurations, feature toggles, and distinguish UI, data, and code-level issues.
• Ability to produce thorough, evidence-based, reproducible investigations and clear escalation documentation.
• Ability to own issues end to end, remain composed during live incidents, prioritize competing requests, and identify prevention opportunities.

Nice to have

• Exposure to AI-assisted coding or agent tooling.
• Experience in Operations, Support, or Customer Experience environments at scale.

Culture & Benefits

• Remote-first work on a 24/7 operation.
• Five working days within a seven-day schedule, including weekend availability.
• Shifts assigned based on business needs.
• Values include ownership, speed, and high standards.

Hiring process

• Application review.
• Skills assessment through a case study.
• Case interview with the Technical Support Team Lead, followed by an interview with the Head of Worker Experience.