Client Support Engineer

Location: Hybrid working from London, Belfast, or Lisbon

Company

hirify.global provides AI-powered software for the legal and professional services sector, including the hirify.global Time platform.

What you will do

• Own the triage, investigation, and resolution of client-reported issues across cloud and on-premise hirify.global Time environments.
• Diagnose problems across web, administration, desktop, mobile, capture, tenant configuration, and identity and access management components.
• Troubleshoot integrations with practice-management and financial-management systems using SQL, stored procedures, SOAP and REST APIs, data mappings, service accounts, and integration logs.
• Provide clear technical updates to client contacts and prepare complete escalation packages for confirmed product defects.
• Maintain audit-ready ticket records, contribute to knowledge articles, and route requests outside break-fix support to the appropriate teams.

Requirements

• Experience supporting enterprise SaaS or on-premise software in a client-facing technical or application support role.
• Experience with ticketing workflows, SLA management, and impact-based prioritisation.
• Strong troubleshooting and analytical skills, including log interpretation and root-cause analysis across applications, integrations, and APIs.
• Working knowledge of relational databases and SQL; Microsoft SQL Server and T-SQL experience is highly desirable.
• Working knowledge of SOAP, REST, HTTP, authentication, and JSON/XML payloads.
• Excellent written and verbal communication skills for technical and non-technical client contacts.

Culture & Benefits

• Collaborative, open, and welcoming work environment focused on creativity, innovation, and teamwork.
• Professional development opportunities with reimbursement for training and continuing education.
• Modern offices with complimentary lunches and fully stocked kitchens.
• Wellness benefits and flexible time off programmes.
• Family-formation benefits, paid volunteer time off, and donation matching.

Hiring process

• The interview process generally includes three or more virtual or in-person meetings.