Support Engineer (SaaS)

Location: Fully remote, permanently; work from home is supported. Offices in the Czech Republic are optional. Candidates must be legally entitled to work in their country of residence.

Salary: CZK 810,000–1,212,000 per year, plus a bonus targeted at 10% of base salary.

Company

hirify.global provides enterprise pricing intelligence software that helps large companies optimize pricing decisions, recover hidden margin, and improve value capture.

What you will do

• Own customer requests from initial triage through verified resolution, handling incidents and service requests at third level.
• Investigate application and integration issues across logs, Groovy logic, PostgreSQL databases, price lists, calculation results, servers, and scheduled jobs.
• Reproduce and isolate issues across customer configuration, data, platform, and product layers.
• Manage incidents according to ITIL priorities and customer SLA entitlements, including monitoring alerts and critical system-down situations.
• Analyse integrations between Integration Manager, e-commerce and ERP systems, and the hirify.global platform.
• Document root causes, report verified product defects to Engineering, support maintenance and upgrades, and create knowledge-base guidance.

Requirements

• Basic programming skills in Groovy, Java, or a comparable language.
• Working knowledge of Linux, shell commands, CRON, grep, and log navigation.
• SQL and relational database skills, with the ability to read schemas and write queries using PostgreSQL or MySQL.
• Understanding of HTML, JSON, REST APIs, Git, ticketing systems, development methodologies, priorities, SLAs, and Jira.
• Excellent written and spoken English, with clear communication for customers and internal teams.
• Legal entitlement to work in the country of residence is required. Willingness to obtain the hirify.global Certified Configuration Engineer certification within the first year is also expected.

Nice to have

• Pricing, CPQ, e-commerce, SaaS, or enterprise software support experience.
• Exposure to GCP, AWS, Azure, Kubernetes, Grafana, Loki, Prometheus, or similar observability tools.
• An additional European language.

Culture & Benefits

• Permanent remote work with optional access to hirify.global offices.
• Monthly IT allowance, including an option to use a personal device.
• 25 vacation days, 3 sick days, 2 CSR days, and an additional birthday-month day off.
• Health support, online medical counselling, benefits points, meal vouchers, and pension or investment contributions.
• Learning budget, personal development time, mentoring, Super Duolingo, and a sabbatical program after five years.
• Approximately monthly evening and weekend standby rotation after training, with a one-hour response expectation for critical incidents.