Senior Technical Support Engineer

Location: Remote

Company

hirify.global builds authentication and user onboarding infrastructure using optimized SMS and WhatsApp delivery, spam and fraud prevention, and APIs for businesses worldwide.

What you will do

• Provide end-to-end technical support to developers integrating SDKs and APIs, including webhook debugging, API log analysis, rate limits, retry behavior, and production incidents.
• Onboard new customers in partnership with Sales and Engineering and support successful integrations.
• Monitor key accounts, identify usage anomalies and integration improvements, and proactively improve customer experience.
• Reproduce customer integrations, run curl and API requests, inspect SDK source code, and provide precise technical explanations.
• Build support foundations including runbooks, on-call rotation, escalation paths, SLAs, triage processes, and status communication.
• Use AI workflows, collaborate with Engineering and Product to eliminate recurring issues, and contribute to incident debriefs.

Requirements

• 6+ years supporting developers at a B2B SaaS company whose customers build products on APIs.
• Software engineering background with fluency in at least one of Python, JavaScript/TypeScript, or Go.
• Experience with stack traces, SDK source code, curl, Postman, SQL, and observability tools such as Datadog or Grafana.
• Experience building support operations, such as runbooks, on-call rotations, AI triage, internal tools, or recurring-issue resolution.
• Excellent written English for communication with developer customers.
• Ability to remain calm during production incidents, drive resolution, and communicate clearly with customers and internal teams.

Nice to have

• French or another European language.
• Experience as one of the first hires in a support function or during rapid company growth.
• Experience contributing to developer communities through Discord, Slack Connect, or forums.
• Experience building small internal tools such as Retool applications, Slack bots, or customer traffic scripts.

Culture & Benefits

• Remote work in a product and design organization.
• Flat organizational structure with emphasis on ownership, impact, quality, and speed.
• Small, highly skilled team focused on care, bias for action, and end-to-end responsibility.
• Opportunity to shape the support function from an early stage.

Hiring process

• 30-minute conversation with Talent.
• 60-minute conversation with co-founder Quentin.
• 90-minute session with Engineering and Support, followed by a 60-minute conversation with the CEO.
• Be prepared to discuss a support ticket, an AI workflow, or a production incident.