Sr. Technical Support Engineer

TL;DR

Sr. Technical Support Engineer (JavaScript, Mobile): Owns complex customer issues across hirify.global’s web and mobile products, from technical triage and debugging through resolution, documentation, and product feedback, with an accent on customer outcomes, cross-functional troubleshooting, and AI-assisted support workflows. Focus on reproducing bugs, interpreting mobile diagnostics and SDK behavior, improving knowledge at scale, and enabling peers to resolve high-impact issues.

Location: Raleigh, NC; hybrid schedule with in-office work 3 days per week.

Salary: $105,000–$120,000 annual base salary.

Company

hirify.global is a software company founded in 2013 that builds products for understanding and improving software product success.

What you will do

• Own the support queue and resolve break/fix, how-to, configuration, and escalation issues across web and mobile products.
• Debug customer problems using code, browser developer tools, logs, device details, and mobile diagnostics.
• Translate customer issues into reproducible test cases, bug reports, and prioritized feedback for Product and Engineering.
• Create knowledge base content and use AI tools to accelerate research, troubleshooting, drafting, and knowledge capture.
• Coordinate with developers on fixes and workarounds while communicating status clearly to customers and internal partners.
• Improve support workflows, reduce recurring case volume, and enable peers through documentation and technical guidance.

Requirements

• 3+ years of experience in technical, customer-facing support or engineering roles involving issue debugging and ownership.
• Working proficiency in JavaScript, HTML, and CSS, plus professional experience modifying or writing code in frontend or API environments.
• Experience troubleshooting customer issues on both iOS and Android and understanding mobile app release and update processes.
• Ability to interpret mobile debugging output, error messages, SDK implementation details, permissions, deep links, webviews, and crashes.
• Active daily use of AI tools for research, drafting, troubleshooting, or knowledge capture.
• Ability to manage a high-volume queue, explain technical concepts clearly, support peers, and demonstrate continuous technical learning.

Nice to have

• Hands-on experience with native iOS or Android, React Native, Flutter, or mobile SDKs.

Culture & Benefits

• Values include Bias to Act, Hone Your Craft, The Team is hirify.global, and Maniacal Focus.
• Hybrid culture with in-office work three days per week for this Raleigh-based role.
• Employer-heavy health coverage, including $0 premium options.
• Strong 401(k) match, equity, and flexible time off.
• Focus on diverse teams, accessibility, and reasonable accommodations throughout the hiring process.