Technical Support Engineer II (SaaS)

Location: Hybrid in Belén, Costa Rica

Company

hirify.global provides software for developing, deploying, and managing responsible, AI-powered applications and experiences.

What you will do

• Respond to customer inquiries through tickets, email, chat, and calls.
• Investigate and resolve issues involving Podio applications, workflows, integrations, automation, permissions, and configuration.
• Use logs, documentation, diagnostic tools, and internal resources to troubleshoot customer environments.
• Analyze root causes, recommend solutions and workarounds, validate product issues, and reproduce bugs.
• Partner with Product, Engineering, Customer Success, Sales, and Operations teams to resolve challenges and improve adoption.
• Create troubleshooting guides and knowledge base content while identifying recurring issues and product improvement opportunities.

Requirements

• 2+ years of experience in technical support, SaaS support, customer-facing engineering, or a related technical role.
• Strong troubleshooting, analytical, problem-solving, customer service, and communication skills.
• Excellent written and verbal English communication skills required.
• Experience investigating customer-facing technical issues, using case management systems, and documenting technical investigations.
• Familiarity with web applications, browsers, networking concepts, SaaS technologies, and metrics-driven environments.
• Bachelor's degree or equivalent experience preferred.

Nice to have

• Experience with Podio or other low-code/no-code platforms and workflow automation.
• Understanding of APIs, webhooks, JSON, SSO, authentication, and identity management.
• Knowledge of relational databases, data migration, workflow design, or business process improvement.
• Experience with Postman, browser developer tools, basic programming, or scripting.

Culture & Benefits

• Health insurance covering medical services, dental care, emergency care, and preventive care for employees and eligible dependents.
• Life and disability insurance.
• Competitive salary, position-based bonus or commission, and an Employee Stock Purchase Program with a 27-month lookback.
• Legal vacation days, a paid birthday day off, company holidays, and additional leave plans.
• Opportunities to learn from and collaborate with colleagues in a diverse global organization.