Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Providing functional and technical support to troubleshoot and resolve issues for customers using a commerce platform with an accent on technical troubleshooting, scripting, and database analysis. Focus on automating recurring tasks, diagnosing root causes through logs and queries, and collaborating cross-functionally to improve product quality.

Location: Hybrid in London (4 days/week in office)

Company

hirify.global is a full-funnel connected commerce platform providing market insights and autonomous functionality for innovative brands.

What you will do

• Provide subject matter expertise on SaaS platforms and services to internal and external users.
• Address customer inquiries and troubleshoot software bugs via email, chat, and phone.
• Write scripts using Python and SQL to automate support tasks and build lightweight internal tools.
• Diagnose root causes by querying databases and reviewing system logs.
• Create and maintain knowledge base articles, FAQs, and self-help resources.
• Collaborate with Product, Sales, and Marketing teams to relay customer feedback and improve product quality.

Requirements

• Prior experience in technical or product support for enterprise customers.
• Proficiency in writing scripts for automation (e.g., Python, SQL).
• Ability to query databases and interpret logs for technical diagnosis.
• Experience with CRM systems and Microsoft Suite.
• Strong analytical, decision-making, and troubleshooting skills.
• Must be based in London for a hybrid work arrangement (4 days in office).

Culture & Benefits

• Equal opportunity employer committed to creating a diverse environment.
• Collaborative cross-functional work environment.
• Fast-paced and dynamic atmosphere.