United States onlyAbout HireRight
HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.
BackgroundChecks.com is a leader in employment screening, and serving the SMB market for years. Headquartered in Nashville, Tennessee, and part of the HireRight family of companies, Backgroundchecks.com has access to the best data, and on average return more results in our background checks than competitors. Through our self-serve, modern technology platform, we are able to reduce the time organizations spend on screening and focus on their business.
Overview
The Application and Product Support Engineer is a customer-facing, technically fluent role that sits at the intersection of Support, Product, and Engineering. This position is responsible for deeply understanding customer issues, investigating bugs, translating real-world usage into actionable product insights, and helping guide product improvements based on customer feedback and data.
This is an ideal role for someone with an engineering or technical support background at a SaaS company who wants to move closer to product management and product strategy, without being a full-time software engineer. You will work closely with customers, internal support teams, product managers, and engineers to improve product quality, usability, and customer satisfaction.
What Makes This Role Appealing
- Clear path into product management, product operations, or product leadership.
- High-impact role with direct influence on product quality and customer experience.
- Daily collaboration with Engineering, Product, Support, and Revenue teams.
- Exposure to real customer problems and how product decisions are made.
- Remote-friendly role with meaningful ownership and autonomy.
- Opportunity to help shape a growing SaaS platform used by thousands of businesses.
- Bonus structure aligned with impact, execution, and customer outcomes.
This is a fully remote position and can be located in the United States.
Responsibilities
- Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance.
- Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior.
- Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams.
- Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests.
- Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities.
- Act as the voice of the customer in internal product and engineering discussions.
- Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved.
- Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features.
- Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues.
- Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes.
- Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding.
- Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations.
Qualifications
- 2–5 years of experience in a technical role at a SaaS or software company (Support Engineer, Technical Support, Solutions Engineer, QA, or Engineering).
- Hands-on experience investigating application issues, bugs, or data discrepancies.
- Exposure to working with product managers and engineering teams in an agile or iterative development environment.
- Experience supporting or analyzing customer-facing software products.
- Strong interest in product development, product strategy, and customer-driven roadmap planning.
- Experience in regulated, compliance-driven, or data-sensitive environments is a plus.
Tools & Technical Stack
- Slack (internal communication across the organization)
- GitHub (issue tracking, pull request review, collaboration)
- MySQL (querying and validating application data)
- Laravel PHP framework
- Metabase (reporting, dashboards, ad-hoc analysis)
- Mixpanel (product analytics, funnels, feature adoption)
- Intercom (customer communication, support workflows)
Knowledge & Skills
- Strong analytical and problem-solving skills with the ability to break down ambiguous issues.
- Comfortable writing clear, structured bug reports and feature requirements.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Data-driven mindset with experience using analytics to support decisions.
- Solid understanding of how SaaS products are built, shipped, and supported.
- Ability to balance customer urgency with thoughtful prioritization.
- Highly organized, detail-oriented, and able to manage multiple issues simultaneously.
- Curious and proactive — you look for patterns, not just one-off fixes.
What do we offer
In exchange for your expertise, HireRight offers an excellent employee benefit package which includes:
- Medical
- Dental
- Vision
- Paid Life/AD&D Insurance
- Voluntary Life Insurance
- Short- & Long-Term Disability
- Flexible Spending Accounts
- 401K
- Generous Vacation and Sick Program
- 10 Paid Holidays
- Education Assistance Program
- Business Casual Attire
- Generous Referral Program
- Employee Discounts and Rewards
- And much more!
- All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.
HireRight, LLC is an Equal Opportunity EmployerMinorities / Females / Veterans / Disabilities HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.
