Technical Support Engineer I

TL;DR

Technical Support Engineer I (SaaS): Investigating, triaging, and documenting technical issues in production with an accent on root cause analysis and customer communication. Focus on managing escalation queues, writing precise JIRA tickets, and supporting the Customer Experience organization.

Location: Remote (Must be based in the US)

Salary: $59,500 - $82,000

Company

hirify.global is a global community platform dedicated to helping people and nonprofits raise funds for various causes.

What you will do

• Investigate and triage escalated production issues to determine root causes.
• Manage queue responses and adhere to first-response SLAs.
• Create detailed JIRA tickets including API values and reproduction steps.
• Perform database updates to track technical work.
• Collaborate with senior TSEs and the wider Customer Experience (CX) organization.

Requirements

• Technical knowledge of software applications and basic programming.
• Experience with Postman, Jira, and observability platforms.
• Background in enterprise customer service.
• Eligibility to work in the US.
• Strong written and verbal communication skills.

Nice to have

• Experience with Chat AI LLMs.

Culture & Benefits

• Comprehensive healthcare, dental, vision, and life insurance.
• 401(k) saving program.
• Financial assistance for hybrid work and family planning.
• Generous parental leave and flexible time-off policies.
• Mental health and wellness resources.