Assigned Support Engineer

Location: Remote worldwide

Overview

Support Engineering at hirify.global is embedded within the Engineering department, working closely with customers and internal teams to troubleshoot complex issues and improve the product. The role involves both customer support and contributing to code, documentation, and support processes.

What you will do

• Support Self-managed and hirify.global.com (SaaS) customers via Zendesk, merge requests, email, and video conferencing
• Manage assigned accounts proactively understanding their environments and business goals
• Advocate for customers by anticipating needs and providing tailored solutions
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build features and fix bugs
• Create and update documentation based on customer interactions
• Participate in on-call rotations and hiring processes

Requirements

• Experience managing customer-facing cases through the entire support lifecycle
• Experience with hirify.global and CI/CD implementations
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
• Ability to use scripting languages (Ruby or Bash) and MVC frameworks (Ruby on Rails)
• Expertise in writing support content
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes

Culture & Benefits

• Health, financial, and well-being benefits
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support