Sr. Technical Support Engineer I (SaaS)

TL;DR

Sr. Technical Support Engineer I (SaaS): Providing expert-level technical support for enterprise products and SaaS-hosted solutions with an accent on root cause analysis and complex problem resolution. Focus on diagnosing advanced system issues, managing customer escalations, and driving "shift left" improvements to accelerate resolution time.

Location: Hybrid (Atlanta, Portland, or Pleasanton, USA)

Salary: $105,000 - $115,000 a year

Company

hirify.global empowers organizations in regulated industries to manage risk and compliance in their digital communications.

What you will do

• Provide frontline and backline support for Enterprise and SaaS products, resolving complex software and system issues.
• Act as a Subject-Matter-Expert (SME) for focused technologies, leading critical bridge calls and system outage resolutions.
• Collaborate with SRE and Engineering teams to drive root cause resolution and communicate status to customers.
• Create and maintain technical documentation using Knowledge-Centered Service (KCS) practices as a Publisher.
• Mentor peers and lead the implementation of "shift left" changes to increase resolution rates and scale support practices.
• Manage high-priority customer escalations and coordinate 3rd party support for critical accounts.

Requirements

• Degree in a technical field or equivalent professional experience.
• Minimum 5 years in support delivery or 8+ years of equivalent industry experience.
• Advanced expertise in IT, networking, databases, or SaaS/Cloud application support.
• Proficiency with Salesforce, JIRA, Confluence, and Microsoft business applications.
• Must be based in or able to work hybrid in Atlanta, Portland, or Pleasanton.

Nice to have

• On-premise support experience.
• Industry certifications in Windows, Linux, RDBMS, or AWS.
• Project and program management experience.

Culture & Benefits

• Culture of lifelong learning, innovation, humility, and humor.
• Collaborative global environment valuing diversity and authenticity.
• Use of cutting-edge AI/ML technology to solve complex customer challenges.
• Recognized as a "Best Place to Work" by Comparably.com.