Product Support Engineer

TL;DR

Product Support Engineer (Cloud Software): Troubleshooting and resolving customer issues for cloud-based software used by nonprofits and associations with an accent on root-cause analysis, user support, and quality assurance. Focus on designing executable test cases, supporting user acceptance testing, documenting solutions, and becoming a subject matter expert in the product.

Location: Hybrid work arrangement in Cebu, Philippines

Company

hirify.global provides cloud-based software and services that help purpose-driven organizations manage fundraising, learning, events, careers, volunteering, accounting, and association operations.

What you will do

• Triage, analyze, and resolve customer concerns while diagnosing root causes and documenting interactions.
• Provide troubleshooting guidance, technical advice, and software recommendations.
• Conduct training sessions and create documentation for users and internal team members.
• Help develop test cases and perform user acceptance testing for major feature deployments.
• Build deep product expertise and act as a subject matter expert on product features.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent relevant experience.
• At least 1 year of experience with manual cross-browser testing.
• At least 1 year of experience gathering functional requirements and converting test scenarios into executable test cases.
• Strong problem-solving, attention to detail, and verbal and written communication skills.
• Working knowledge of SharePoint, Word, Access, Outlook, Excel, HTML, XML, browser technologies, and developer tools.
• Experience with Agile methodologies and Jira or comparable test management and bug-tracking tools.

Culture & Benefits

• Hybrid work arrangement with a focus on work-life balance.
• Medical, dental, and optical benefits, including dependent coverage.
• Flexible planned paid time off and sick leave.
• Company-paid life insurance and hazard pay.
• Inclusive, purpose-driven culture with opportunities for community involvement.