Associate Support Engineer (SaaS)

Location: Fully remote; subject to applicable work authorization and employment eligibility requirements.

Company

hirify.global is an experience management partner providing an AI-native enterprise software platform and professional services for restaurant, retail, and consumer services brands.

What you will do

• Handle client requests through tickets and calls, resolving routine operational and technical issues.
• Support password resets, user access requests, configuration updates, reporting changes, and common troubleshooting needs.
• Use documentation, support tools, and established troubleshooting procedures for application, configuration, and web-based issues.
• Collect diagnostic information and route issues beyond the role's scope to the appropriate internal teams.
• Maintain accurate ticket notes, documentation, status updates, and follow-ups with clients and stakeholders.
• Test support changes and client deliverables, identify recurring issues, and recommend improvements to documentation, templates, tools, and processes.

Requirements

• Bachelor's degree or equivalent work experience.
• At least 2 years of experience in technical customer support or service delivery.
• Experience supporting and troubleshooting applications or large-scale systems, including web-based applications.
• Working knowledge of application configuration, web platforms, support tools, and technical concepts such as HTML, SQL, data modeling, or system process design.
• Strong written and verbal communication, troubleshooting, prioritization, attention to detail, and cross-functional collaboration skills.
• Ability to learn new technologies quickly and participate in application support coverage as business needs require.

Nice to have

• Experience supporting applications in a SaaS environment.

Culture & Benefits

• Fully remote work model.
• Competitive compensation and benefits.
• Unlimited paid time off.
• Extended parental leave.
• Company-issued equipment and tools.
• Collaborative culture focused on connection and continuous improvement.