Technical Support Engineer, Platinum (AI)

Location: Kitchener, Canada; role compensation applies to candidates based in Ontario, Canada

Salary: $63,000–$70,500 CAD base salary per year

Company

hirify.global provides an AI-powered customer experience platform for voice and digital communications, combining AI agents and human support to resolve customer issues and improve business operations.

What you will do

• Manage carrier escalations, trouble tickets, and interoperability issues across telecommunications networks.
• Monitor network performance, conduct DID probes and test calls, and identify potential issues proactively.
• Support customers with product questions and complex technical troubleshooting.
• Diagnose technical issues, escalate bugs, and drive timely resolution with Engineering and Product.
• Maintain service-level and productivity standards while improving support processes and scalability.
• Collaborate with Sales, Engineering, and Product to improve the customer experience and educate users.

Requirements

• 3+ years of customer support experience in telecom, carrier, or VoIP environments.
• Strong understanding of LAN/WAN networking and cloud-based technologies.
• Experience with VoIP, SIP environments, desk phone provisioning, SIP messaging, and Wireshark.
• Knowledge of telco carrier networks, interoperability, communication platforms, mobile networks, and enterprise IT security requirements.
• Experience with ticketing systems such as Zendesk or Jira.
• Strong troubleshooting, communication, ownership, and problem-solving skills.

Nice to have

• Familiarity with Contact Center IVR workflows and third-party CRM integrations.

Culture & Benefits

• Work on AI-powered products for business communications and customer experience.
• Competitive salary, comprehensive benefits, and growth opportunities.
• Access to AI tools and a structured training program.
• Inclusive offices designed to support collaboration and connection.
• Culture focused on curiosity, persistence, empathy, ownership, and high standards.