Technical Support Engineer (Recording Solutions)

Location: USA - Remote; the role is based in Broward County, Florida. Monday–Friday work with on-call shifts approximately every two weeks per month. Occasional travel to customer sites may be required.

Company

hirify.global develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving global enterprise customers.

What you will do

• Support large, complex public safety software customers and priority accounts.
• Troubleshoot server, network, and VoIP-related issues through detailed technical investigation.
• Coordinate with customers, Support, and R&D teams to resolve issues end to end.
• Provide regular customer updates, minimize escalations, and maintain high customer satisfaction.
• Document service requests and customer interactions in the hirify.global Support System according to contractual SLAs.
• Handle critical issues during scheduled nights and weekends, participate in knowledge transfer, and travel to customer sites when needed.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• 1–3 years of experience in IT, particularly server and systems support.
• Network troubleshooting experience using different diagnostic tools.
• Experience supporting VoIP telephony systems such as Avaya or Cisco.
• Customer support experience with global clients and excellent English verbal and written communication skills.
• Ability to multitask, prioritize work, learn independently, and remain calm under pressure.

Culture & Benefits

• Remote work arrangement in the USA with a Monday–Friday schedule.
• Participation in a close Priority Support team serving public safety customers.
• Exposure to global customers and collaboration with Support and R&D departments.
• Scheduled on-call rotations for critical incidents, including nights and weekends.