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
