Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Diagnosing and resolving complex technical issues for an accounting practice management platform with an accent on cross-functional collaboration and deep technical troubleshooting. Focus on analyzing recurring issues, reducing customer churn through escalation ownership, and enhancing the technical knowledge base.

Location: Hybrid: Must be based in Utah

Company

SaaS company building simple and efficient software for accounting firms.

What you will do

• Diagnose and resolve complex technical issues impacting the hirify.global platform.
• Collaborate cross-departmentally with Customer Support, Product, Engineering, and Account Management to address high-priority issues.
• Analyze trending or recurring issues to drive product improvements and enhance cross-functional collaboration.
• Take ownership of customer escalations in partnership with Account Management to reduce churn risk.
• Create and update knowledge base documentation in partnership with Support Enablement.
• Contribute to process improvements as the team's operating model evolves.

Requirements

• Bachelor’s Degree in Computer Science or 2-3 years of experience in a Technical Support environment.
• Strong understanding of SaaS/web application and client-server architecture.
• Familiarity with core web/networking concepts (HTTP/HTTPS, DNS, email protocols) and basic API knowledge (REST APIs, JSON, webhooks).
• Ability to read application/server logs and use browser dev tools for troubleshooting.
• Experience with ticketing and diagnostic tools such as Jira, Intercom, Salesforce, Datadog, or Sentry.
• Must be based in Utah.

Nice to have

• Basic to intermediate SQL knowledge and familiarity with relational databases.
• Understanding of security fundamentals such as SSO/SAML and SSL/TLS.
• Familiarity with accounting software or previous experience with SaaS products.

Culture & Benefits

• Flexible Paid Time Off and 10 company holidays.
• Comprehensive health benefits including Medical, Dental, Vision, and an HSA Match.
• 401(k) with 100% match up to 3% and immediate vesting.
• Mental health support via Impact Suite and Employee Assistance Program (EAP).
• Paid New Parent and Birthing Parent Leave.
• Fully-stocked kitchen and peer-to-peer recognition program (Nectar).

Hiring process

• Initial application review.
• 20-minute phone call with the People Team.
• 45-60 minute interview with the Hiring Manager.
• 1-3 additional rounds of interviews depending on the role.
• Final Interview.