Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Supporting and troubleshooting client environments and services for an AI-driven health platform with an accent on REST APIs, production monitoring, and cross-functional collaboration. Focus on managing critical client environments, automating data ETL, and ensuring high-quality service delivery within an agile DevOps environment.

Location: Remote (US), but requires one week onsite in Tennessee for onboarding (travel expenses paid).

Salary: $30-35/hour

Company

hirify.global is a health-tech company utilizing a behavior change AI platform to deliver personalized health interventions through behavioral science and machine learning.

What you will do

• Set up and manage critical client environments using REST services and Postman API.
• Monitor production applications and message distributions via DataDog, SendGrid, Twilio, and Snowflake.
• Collaborate with data science and backend teams to implement technical solutions and process improvements.
• Handle data ETL, software configuration, and manipulation of HTML message templates.
• Manage the Client Service desk, troubleshoot reported issues, and maintain the change request backlog.
• Develop and verify technical documentation, including API docs, wiki pages, and troubleshooting guides.

Requirements

• Must be authorized to work in the US without sponsorship.
• Shift hours: 7pm EST - 4am EST.
• 2-5 years of experience supporting a SaaS product in an agile DevOps environment.
• Intermediate proficiency in Python, HTML, and CSS.
• Hands-on experience with SQL and databases such as PostgreSQL or Snowflake.
• Experience with monitoring tools (Datadog) and cloud services (AWS, Azure).

Culture & Benefits

• Contract-to-hire arrangement with a 1-3 month initial contract period.
• Comprehensive health insurance (Medical with HSA, Dental, Vision).
• 401K with company match.
• Flexible time off policy, 10 paid holidays, and quarterly company closure dates.
• 6 weeks of paid parental leave.
• Remote work flexibility after initial onboarding.