Premium Support Engineer (SaaS)

TL;DR

Premium Support Engineer (SaaS): Supporting enterprise customers by owning complex technical issues, account health, and the end-to-end Premium Support experience with an accent on proactive risk management, integrations, and platform stability. Focus on analyzing ticket trends, guiding upgrades, resolving escalations, and partnering with Engineering and Product on customer-impacting issues.

Location: Hybrid role based in the Raleigh, North Carolina or New York, New York office, with at least two office days per week.

Salary: $116,000–$145,000 per year, plus bonus potential, equity for eligible roles, a monthly Flex Fund stipend, pension/401(k) plans, health coverage, and time off.

Company

hirify.global provides data governance, data catalog, data quality, and data management solutions for enterprise organizations.

What you will do

• Own the technical support experience, SLA accountability, and end-to-end ticket resolution for a portfolio of Premium accounts.
• Act as the first escalation point for complex issues and coordinate with Engineering and specialist teams based on business impact.
• Identify risks through ticket trend analysis, environment health monitoring, release gap assessments, and account health reviews.
• Advise customers on upgrades, release readiness, platform stability, adoption blockers, and best practices.
• Deliver tailored Knowledge Share Sessions, Support Reviews, and quarterly account briefings.
• Collaborate with Engineering, Product, Account Executives, and Customer Engineering on bugs, feature priorities, expansion opportunities, and churn risks.

Requirements

• 5+ years of experience in technical support, technical account management, customer engineering, or solutions engineering within an enterprise SaaS environment.
• Hands-on experience with Java, REST APIs, SSO, LDAP, Kubernetes, virtual machine environments, SQL, and SSL.
• Experience with root cause analysis, systematic debugging, and integration architecture.
• Knowledge of data governance, data catalogs, data quality, or data management platforms.
• Experience managing complex technical relationships with enterprise customers and multiple stakeholders.
• This position is not eligible for visa sponsorship. A bachelor’s degree or equivalent relevant experience is required.

Nice to have

• Experience using AI tools such as Claude, Gemini, ChatGPT, or Copilot to solve business problems or streamline workflows.
• Willingness to travel for strategic or at-risk account visits.
• Experience working with architects, data engineers, platform administrators, and executive stakeholders.

Culture & Benefits

• Hybrid collaboration with regular in-office work.
• Flexible benefits designed to support different personal and family needs.
• Competitive health coverage and paid time off.
• Bonus potential, equity for eligible roles, Flex Fund monthly stipend, and pension/401(k) plans.
• Focus on inclusion, belonging, continuous learning, and professional development.

Hiring process

• First-month focus: learn the product suite, Premium Support model, and assigned account portfolio.
• Second-month focus: establish account cadence, take ownership of active tickets, and deliver initial account health assessments.
• Third-month focus: operate as a trusted technical advisor, identify risks, deliver Knowledge Share Sessions, and contribute to QBR briefings.