Technical Support Engineer (SaaS/Cloud)

Location: Dublin, Ireland; hybrid with a minimum of 2 days per week in the office. Support hours are 8 AM–5 PM Irish Standard Time, with rotating on-call duties 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 customer issues and act as the final technical escalation point for Technical Support Specialists.
• Troubleshoot cloud infrastructure, databases, APIs, identity integrations, and application configurations.
• Create reproducible test cases, validate bugs, and collaborate with Product and Engineering on platform improvements.
• Explain complex solutions clearly and maintain internal and customer-facing documentation.
• Support Premium Support customers as a trusted technical contact and provide high-touch service against enhanced SLAs.

Requirements

• 4+ years of technical support experience in a SaaS or technology environment, including 2+ years in Tier 3 or Tier 4 support.
• Experience supporting Premium Support customers and troubleshooting complex technical issues.
• Located in Ireland and able to work 8 AM–5 PM Irish Standard Time, including rotating on-call coverage.
• 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; cloud application architecture; REST or GraphQL APIs; SQL and NoSQL databases; and networking fundamentals.
• Experience with IAM protocols and identity providers such as SAML, OAuth, SCIM, Okta, Auth0, and O365, plus log-management tools such as Datadog.

Nice to have

• Experience with Premium Support environments and high-touch customer relationships.
• 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, remote workspace, internet, and mobile phone stipends.
• Commuter benefits, pension matching, 25 days of annual leave, and 11 company-paid holidays.
• Team-building activities, lunch-and-learns, and company-wide events.