Principal Technical Support Analyst (SaaS)

Location: Hybrid in the United Kingdom, with working hours aligned to the UK Time Zone (GMT/BST)

Company

hirify.global provides a cloud-native SaaS automation platform for law firm financial, invoice, time, and data management, with embedded AI, predictive analytics, and integrated payments.

What you will do

• Lead and grow a Tier 2 technical support team.
• Own end-to-end resolution of complex incidents across cloud services, APIs, and customizations.
• Communicate with CIOs, CTOs, senior business leaders, and enterprise architects during escalations.
• Partner with Technical Product Management, Engineering, and Product to prioritize issues, improve triage, and reduce engineering interruptions.
• Drive problem management by identifying root causes and recurring incident patterns.
• Build playbooks and runbooks and help implement AI-powered triage and deflection.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
• At least 5 years of experience in SaaS technical support, operations, or escalations engineering.
• At least 2 years of experience managing technical support or incident-response teams.
• Strong troubleshooting skills across cloud platforms, APIs, and observability tools.
• Excellent communication skills and experience guiding customers through high-visibility incidents.
• Must be legally authorized to work in the United Kingdom; employment sponsorship is not provided.

Culture & Benefits

• Employee-centric flexible work model with hybrid collaboration options.
• Healthcare coverage, retirement savings with employer contribution, and paid time off.
• Professional development opportunities and tuition reimbursement.
• Parental leave, wellness initiatives, and an employee assistance program.
• Calm premium subscription and employee discount program.