Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Resolving complex customer issues and serving as the final technical escalation point for Technical Support Specialists, with an accent on cloud infrastructure, APIs, databases, identity protocols, and premium customer support. Focus on troubleshooting multi-system incidents, reproducing and escalating product bugs, improving technical documentation, and supporting customers within strict SLA requirements.

Location: Dublin, Ireland; hybrid work with a minimum of 2 days per week in the office. The role follows an 8 AM–5 PM Irish Standard Time schedule with rotating on-call coverage, including weekends and holidays.

Company

hirify.global provides a Trust Management Platform that helps businesses continuously monitor, improve, and prove their security and compliance.

What you will do

• Provide technical support through email, screen sharing, and chat while meeting established service-level agreements.
• Own complex technical issues and act as the final escalation point for Technical Support Specialists.
• Support Premium Support customers with high-touch service and enhanced SLA adherence.
• Troubleshoot cloud infrastructure, databases, APIs, identity integrations, and application architecture.
• Create reproducible test cases, validate bugs, and collaborate with Product and Engineering on platform improvements.
• Document solutions, identify support trends, share knowledge, and improve support processes and workflows.

Requirements

• 4+ years of technical support experience in a SaaS or technology environment.
• 2+ years of experience in Tier 3 or Tier 4 technical support, including Premium Support customers.
• Located in Ireland and able to work the specified Irish Standard Time schedule, including rotating on-call shifts.
• Willingness to work hybrid, with at least 2 days per week in the office.
• Hands-on experience with AWS, Azure, or GCP; Windows, macOS, and Linux; and cloud application architecture.
• Knowledge of REST or GraphQL APIs, networking, SQL and NoSQL databases, MongoDB, SAML, OAuth, SCIM, Okta, Auth0, O365, and Datadog or similar tools.

Nice to have

• Experience supporting complex, multi-relational data sourced through APIs.
• Experience presenting technical topics to different audiences.
• Curiosity and sound judgment when using AI to improve efficiency and impact.

Culture & Benefits

• Medical, dental, and vision benefits with dependent coverage.
• 16 weeks of paid parental leave for all new parents.
• Health and wellness stipend plus remote workspace, internet, and mobile phone stipends.
• Commuter benefits, pension matching, 25 days of annual leave, and 11 company-paid holidays.
• Learning sessions, virtual team-building activities, and company-wide events.