Technical Support Engineer (API)

TL;DR

Technical Support Engineer (API): Building a high-quality customer support experience for an API-driven financial data infrastructure platform with an accent on technical issue resolution, support operations, and cross-functional collaboration. Focus on triaging complex customer requests, improving self-service resources, and leading technical projects that increase resolution speed and product adoption.

Location: Fully remote; US-focused role with US employment benefits.

Salary: $45,000–$70,000 per year

Company

hirify.global provides secure infrastructure that connects financial institutions and background screeners with payroll providers to verify employment and income data.

What you will do

• Triage customer support tickets while tracking SLA, CSAT, and time-to-resolution metrics.
• Analyze customer needs with the product team and submit informed feature requests.
• Collaborate with product, engineering, and customer success teams on knowledge sharing, incidents, feature adoption, and product feedback.
• Improve and maintain the Help Center to reduce ticket volume and enable self-service.
• Lead end-to-end technical projects and coordinate the prioritization of critical customer issues.
• Prepare weekly, monthly, and quarterly support reports for leadership and the broader team.

Requirements

• 4+ years of experience in technical support and service management.
• 2+ years of experience in an early-stage organization with fewer than 100 employees.
• At least 2 years of administrative experience with Zendesk.
• Strong technical background supporting API-driven products.
• Analytical, problem-solving, communication, and customer escalation skills.
• Ability to work independently, remain calm under pressure, and resolve complex issues with minimal guidance.

Culture & Benefits

• Fully remote work in a distributed environment.
• Equity options.
• Flexible time off.
• Medical, dental, and vision benefits covered at 100% for employees.
• 401(k) plan.