Support Engineer (B2B Integration)

TL;DR

Support Engineer (B2B Integration): Providing high-level technical support for enterprise data integration products with an accent on troubleshooting complex issues across diverse platforms and databases. Focus on resolving critical customer incidents, documenting solutions, and leveraging AI tools to accelerate root-cause identification and system optimization.

Location: Must be based in Australia

Company

hirify.global is a global leader in data integrity, empowering organizations to make confident decisions through a unique combination of software, data enrichment, and strategic services.

What you will do

• Provide world-class technical support via phone, email, and remote desktop to ensure customer success and SLA compliance.
• Investigate and resolve complex technical issues across enterprise software, databases, and cloud environments.
• Analyze system behavior to determine if issues originate from product code, third-party libraries, or platform configurations.
• Create and maintain comprehensive internal and external Knowledge Base documentation.
• Debug product issues and provide actionable solutions or enhancements.
• Participate in periodic weekend on-call support shifts.

Requirements

• Must be based in Australia
• Bachelor’s or Master’s degree in Computer Science or equivalent professional experience.
• Proven experience supporting Sterling B2B Integrator, Sterling File Gateway, or Global Mailbox.
• Strong knowledge of UNIX/Linux administration and database systems like Oracle, SQL Server, or DB2.
• Experience with cloud services (Azure, GCP, AWS) and containerization (Docker, Kubernetes).
• Proficiency in using generative AI tools to accelerate troubleshooting and documentation.
• Excellent analytical, troubleshooting, and communication skills.

Culture & Benefits

• Commitment to career development, continuous learning, and building community.
• Work from anywhere culture within a distributed global environment.
• Emphasis on AI-first workflows to eliminate low-value tasks and improve output quality.
• Collaborative environment defined by core values of Openness, Determination, Individuality, and Collaboration.