Senior Technical Support Engineer

Location: Remote

Company

hirify.global provides the Conversational Cloud platform for enterprise brands, supporting conversational AI, customer interactions, and safety tools.

What you will do

• Serve as a subject matter expert for Open Platform technologies, including Java, JavaScript, Kotlin, Swift, SDKs, and APIs.
• Troubleshoot and resolve complex technical issues for enterprise customers within agreed SLAs.
• Coordinate customer issues with Product Management, Engineering, product developers, and other internal teams.
• Analyze recurring issues and contribute to improved support tools, processes, and requirements.
• Mentor team members and help them manage technical escalations effectively.
• Provide 24/7 shift coverage and on-call support for critical and high-severity customer issues.

Requirements

• At least 3 years of experience as a Tier 3/4 Support Engineer, Developer Support Engineer, or in an equivalent customer-facing technical role.
• Extensive experience supporting enterprise customers, preferably Fortune 500 organizations.
• Strong expertise in analyzing and troubleshooting complex technical issues, web technologies, protocols, APIs, SDKs, mobile environments, and related services.
• Excellent written and spoken English required for communication with enterprise customers through chat, email, phone, and technical bridges.
• Strong service orientation, communication, collaboration, self-management, and problem-solving skills.
• Availability for 24/7 shift work and on-call duties required, including high-severity incidents.

Culture & Benefits

• Inclusive workplace focused on collaboration, innovation, meaningful connection, and continuous improvement.
• Medical, dental, and vision coverage.
• 28 vacation days.
• Tuition reimbursement and access to internal professional development resources.
• Food vouchers.