About Us
Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.
We're a
challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful; and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.
Opportunity
We are looking for a
Senior Application Support & Research Engineer to lead L2 support operations and drive resolution of complex technical issues. This role combines deep troubleshooting, support leadership, and cross-functional collaboration to ensure reliable product performance and excellent customer experience.
What will you be working on
Technical Support & Issue Resolution
- Lead L2 support and manage complex technical escalations
- Troubleshoot application, system, and integration issues across environments
- Perform root cause analysis and collaborate with engineering teams to prevent recurrence
- Ensure SLA adherence and timely resolution of customer issues
Team Leadership & Operations
- Mentor support engineers and improve support processes
- Monitor key support metrics such as escalations, issue trends, and resolution timelines
- Drive automation and tooling improvements to improve support efficiency
Cross-Functional Collaboration
- Work closely with Engineering, Product, and Customer Success on issue resolution and product improvements
- Create internal documentation, knowledge base articles, and support guidelines
What are we looking for
- 6+ years of experience in Technical Support / Application Support roles with exposure to L2/L3 operations
- Strong troubleshooting skills across web applications, APIs, and distributed systems
- Hands-on experience with databases such as MySQL, MongoDB, Redis, and SQL debugging
- Familiarity with cloud and modern infrastructure (AWS, Docker, Kubernetes, Kafka, Elasticsearch)
- Working knowledge of scripting/programming (Python, JavaScript, Node.js, Java, PHP, Bash/Shell)
- Experience with support tools and observability platforms like JIRA, Kibana, ClickUp, Looker Studio
- Solid understanding of incident management, SLA management, and root cause analysis
- Strong communication, stakeholder management, and leadership skills
Nice To Have
- Experience supporting SaaS products
- Familiarity with Gmail / Google Workspace ecosystem
- Understanding of automation systems and async processing
