Customer Support Engineer

Location: Remote in Portugal

Salary: €28,900–€34,000 gross annual base salary

Company

hirify.global provides commerce infrastructure that helps brand manufacturers, distributors, and retailers manage digital shelf experiences across more than 80 countries.

What you will do

• Deliver technical omnichannel customer support while meeting monthly performance KPIs.
• Triage, reproduce, and analyze complex data workflows, automation pipelines, and business logic.
• Assess escalations, identify churn risks, and coordinate solutions with internal teams and leadership.
• Handle customer feedback and difficult cases while maintaining a customer-first support experience.
• Provide mentoring, training, onboarding support, and knowledge-sharing activities for other team members.
• Represent customer and support-team needs in cross-functional initiatives, product beta testing, and documentation.

Requirements

• 4+ years of technical support experience in a fast-paced environment.
• 2+ years diagnosing, researching, managing, and resolving intermediate technical support issues and escalations.
• Strong logical reasoning and the ability to explain technical concepts clearly to different audiences.
• Technical experience with HTML, APIs, log files, networking, system architecture, and ambiguous issue resolution.
• Experience with Salesforce, Jira or similar support tools, and participation in a distributed 24/7 on-call routine.
• Higher degree in a technical field is strongly preferred.

Nice to have

• Knowledge of challenges faced by brands and retailers in e-commerce.
• Experience with Excel formulas, data transformation, and manipulation of different data types.

Culture & Benefits

• Inclusive and diverse culture across countries, levels, and backgrounds.
• Opportunities for feature-release training, certifications, bootcamps, and professional development.
• Full-time employees receive health and medical benefits, paid time off, equity in the form of stock options, and access to a Total Rewards plan.
• Work with a distributed support organization and hubs in Lisbon, Boston, and Sydney.

Hiring process

• Potential reference checks may be conducted with provided contacts.
• Further steps are communicated by a hirify.global Talent team member if the application progresses.