Support Engineer - Late Shift (5pm - 2am ET) - Tier 1 (IT Support)

Location: Remote from the USA, specifically Florida or Texas; physical offices are available in Austin, Texas, and Tampa, Florida. The schedule is 5pm–2am EST, Monday–Friday, with rotating limited-hours weekend on-call duty approximately once every two months.

Company

hirify.global provides a Unified IT Operations Platform for endpoint management, patching, backup, remote access, and other IT operations for customers worldwide.

What you will do

• Prioritize customer calls and email tickets while taking ownership of product issues.
• Collaborate with cross-functional teams to resolve critical issues and reduce resolution times.
• Create and deliver product and technology training for support representatives, resellers, distributors, and other partners.
• Document issues, resolutions, and workarounds in knowledge base articles.
• Provide prompt and accurate follow-up on support calls and tickets.

Requirements

• Bachelor’s degree in Computer Science or equivalent professional experience.
• At least two years of experience in customer service or product support.
• Fluent Windows troubleshooting skills.
• Experience with Zendesk or another ticketing system.
• Understanding of a virtualization platform and basic networking.
• Strong written, verbal, and interpersonal communication skills, with adaptability to new technologies and processes.

Nice to have

• Experience troubleshooting Mac systems.
• Experience troubleshooting Linux systems.
• Previous experience with IT software.

Culture & Benefits

• Collaborative, kind, and curious work environment.
• Full-time hybrid-remote work flexibility.
• Medical, dental, and vision insurance.
• 401(k) plan and unlimited paid time off.
• Opportunities for professional growth and advancement.
• Visa sponsorship is not available for this position.