Technical Support Engineer (SaaS)

Location: Remote - US

Salary: $55,000–$70,000 per year

Company

hirify.global provides an intelligent employee communication platform that connects employees and delivers engagement insights for enterprise customers.

What you will do

• Manage and respond proactively to customer support tickets, incidents, and bug or feature requests.
• Understand, reproduce, interpret, and diagnose customer problems of low to moderate complexity.
• Perform root cause analysis and escalate product issues when necessary.
• Configure customer systems to meet requirements and teach customers effective solutions.
• Maintain accurate case records and meet individual case-management and SLA goals.
• Collaborate with other departments and serve as a subject matter expert in at least one product area.

Requirements

• Bachelor’s degree in Information Technology or a similar field, or equivalent professional experience.
• Three or more years of customer service experience.
• Strong problem-solving, organizational, prioritization, multitasking, and project execution skills.
• Clear and effective written and verbal communication with customers and professional staff at all levels.
• Demonstrated experience with database technology such as SQL; web technologies including HTML, JavaScript, CSS, and XML; email deliverability; CRMs; or APIs.
• Previous customer-facing experience is essential.

Nice to have

• Familiarity with SaaS solutions.
• Experience with Salesforce or Microsoft Dynamics CRM.

Culture & Benefits

• Remote work in a high-growth and inclusive environment.
• Excellent paid time off program and health benefits.
• Casual and friendly working environment.
• Support for personal and professional growth.