Front Line Support Engineer (SaaS)

Location: East Coast, United States; work is scheduled during US-Eastern hours, including possible weekend and holiday shifts.

Salary: $90,000–$95,000 base annually, with potential bonus, equity, and benefits.

Company

hirify.global provides a secure SaaS platform and network for companies and financial institutions working with digital assets, blockchain, and cryptocurrency.

What you will do

• Act as the first point of contact for customer inquiries and provide real-time support through Slack and other communication tools.
• Deliver technical support for the hirify.global SaaS platform and resolve complex customer issues with accuracy and urgency.
• Escalate complex cases to the Senior Support Team and collaborate across internal teams to achieve seamless resolutions.
• Manage support cases, maintain detailed documentation, and keep customers informed during critical incidents and war-room calls.
• Identify recurring issues and suggest process improvements that enhance the customer experience.
• Work a fixed schedule aligned with US-Eastern hours, with possible rotating weekend and holiday shifts.

Requirements

• 1–2 years of experience in customer support or a similar role.
• Strong troubleshooting, prioritization, and problem-solving skills under pressure.
• Excellent written and verbal communication skills, with professionalism and empathy.
• Experience managing complex issues through a proactive and collaborative approach.
• Ability to adapt quickly, prioritize customer needs, and maintain a customer-first mindset.
• Availability for US-Eastern working hours, including rotating weekend and holiday coverage.

Nice to have

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• Experience supporting SaaS solutions or working in financial services or technology.
• Familiarity with databases, Python, JavaScript, Coralogix, Kibana, Grafana, or LogStash.
• Understanding of blockchain technologies and cryptographic principles used in public blockchain networks.

Culture & Benefits

• Opportunity to support customers in the digital assets, cryptocurrency, and DeFi space.
• Compensation may include a target bonus, equity grant, and benefits in addition to base salary.
• Initial training takes place Monday through Friday during standard US-Eastern business hours.
• Training may last approximately 90–180 days, depending on progress and platform proficiency.