Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-level technical assistance for a global enterprise messaging platform with an accent on API troubleshooting, web technologies, and complex issue resolution. Focus on investigating root causes, managing escalations, and ensuring high customer satisfaction through deep technical analysis.

Company

hirify.global is a global leader in enterprise conversational AI, powering billions of interactions for world-leading brands through its award-winning Conversational Cloud platform.

What you will do

• Resolve complex technical issues for global enterprise customers.
• Investigate and troubleshoot API-related issues and platform configurations.
• Utilize developer tools, ElasticSearch, and Kibana to identify root causes.
• Manage the escalation process for critical technical cases.
• Provide ongoing feedback on product usability and technical improvements.
• Maintain high standards of customer satisfaction through effective communication.

Requirements

• Proven experience in technical troubleshooting for enterprise-level clients.
• English: Excellent written and verbal communication skills required.
• Basic knowledge of SaaS application troubleshooting.
• Foundational understanding of networking concepts like firewalls and IP configuration.
• Proficiency in HTML, JavaScript, and CSS.
• Familiarity with browser developer tools, cache, and cookies.

Nice to have

• Experience working with API requests and responses.
• Ability to read and write basic SQL queries.

Culture & Benefits

• Comprehensive health coverage including medical, dental, and vision.
• Generous allowance of 28 vacation days.
• Support for professional growth through tuition reimbursement and internal resources.
• Food vouchers provided.
• Inclusive, remote-friendly workplace culture recognized for innovation.