Application Support Engineer (SaaS)

Location: Remote (United States)

Company

hirify.global provides an AI-native employee experience SaaS platform that connects people, technology, and knowledge for enterprise customers.

What you will do

• Own customer-impacting incidents from triage through mitigation, resolution, and closure within agreed SLAs.
• Investigate incidents using application logs, traces, and metrics, reproducing issues and capturing technical evidence.
• Maintain detailed incident records in ServiceNow or a similar ticketing system, including timelines, impact, troubleshooting steps, and stakeholder updates.
• Collaborate with Product and Engineering on complex or code-level problems by providing reproduction steps, logs, traces, and analysis.
• Recommend safe mitigations for live issues and contribute to RCA notes, runbooks, and knowledge updates.
• Work weekday shift rotations and provide on-call coverage during nights and weekends, including global handovers.

Requirements

• BSc degree in IT or equivalent experience.
• Experience as an L2/L3 Support Engineer supporting cloud SaaS products.
• Experience with ticketing systems such as ServiceNow or similar tools.
• Ability to understand application logs, traces, and metrics, with basic knowledge of REST, HTTP, and SQL.
• Basic understanding of ASP.NET, MVC, and REST APIs, including the ability to read code, identify root causes, and define reproduction steps.
• Strong written and verbal English communication skills and availability for weekday shift rotation plus night and weekend on-call coverage.

Nice to have

• Familiarity with specialized AI agent platforms such as Copilot or Claude.
• Experience with browser developer tools, Postman, and JMeter.
• Previous experience with Azure or another major cloud platform.
• Interest in developing DevOps skills and understanding complex cloud applications.

Culture & Benefits

• Collaborative, friendly culture focused on shared results and continuous learning.
• Flexible work environment supporting work-life balance.
• Generous base salary and discretionary company bonus.
• 25 days of holiday plus an additional paid birthday day off.
• Health, dental, sight and hearing coverage, pension, life assurance, and income protection.
• One paid volunteering day per year, charity donation matching, and an electric vehicle salary-sacrifice option.