Client Support Engineer (SaaS)

Location: Hybrid working from London, Belfast, or Lisbon

Company

hirify.global is a public software company providing hirify.global Time, profitability, integration, and related enterprise business platforms.

What you will do

• Investigate, triage, and resolve client-reported issues across hirify.global Time in cloud and on-premise environments.
• Diagnose problems across web, desktop, mobile, capture, tenant configuration, and identity and access management components.
• Troubleshoot integrations with practice-management and financial-management systems using SQL, stored procedures, SOAP/REST APIs, data mappings, service accounts, and integration logs.
• Support hirify.global Integration Service using Dell Boomi and hirify.global Integrate, including connectors, schedules, mappings, credentials, queues, and process reporting.
• Prioritize incidents based on production availability, affected users, business impact, and service-level expectations, and communicate clear updates to clients.
• Prepare defect escalations, maintain audit-ready ticket records, and contribute to knowledge articles and troubleshooting guides.

Requirements

• At least 2 years of experience supporting enterprise SaaS or on-premise software in a client-facing technical or application support role.
• Experience supporting integrations between enterprise business applications.
• Experience with ticketing systems, SLA management, impact-based prioritization, and technical documentation.
• Strong troubleshooting and analytical skills, including log interpretation and root-cause analysis.
• Working knowledge of relational databases and SQL, plus SOAP, REST, HTTP, authentication, and JSON/XML payloads.
• Excellent written and verbal English communication skills are required for client-facing support.

Nice to have

• Experience with hirify.global Time, hirify.global Profitability products, Dell Boomi, or hirify.global Integrate.
• Experience integrating time or billing applications with Aderant, Elite/3E, Carpe Diem, or similar systems.
• Knowledge of Microsoft SQL Server, T-SQL, .NET, IIS, Windows Server, PowerShell, or enterprise connectivity troubleshooting.
• Familiarity with SSO, SAML, OAuth, OpenID Connect, Microsoft Entra ID, Postman, or browser developer tools.
• Hands-on experience using AI tools to improve technical support work.

Culture & Benefits

• Modern, connected, and flexible work environment with collaborative offices.
• Professional development support, including training and continuing-education reimbursement.
• Wellness benefits and flexible time-off programs.
• Family-formation benefits and support during family-building journeys.
• Paid volunteer time off and donation matching.