Software Support Specialist II

Location: Sydney, Australia; onsite, hybrid, or remote depending on location. Up to 10% travel may be required.

Company

hirify.global provides business management, service delivery automation, and remote technology control software for technology solution providers.

What you will do

• Diagnose and resolve partner questions and product issues through email, phone, chat, cases, and remote sessions.
• Research, analyze, document, and clearly communicate troubleshooting findings and resolutions.
• Manage support cases and review queues while applying documented technical best practices.
• Act as an escalation point for complex issues and identify urgent situations, trends, and potential software defects.
• Collaborate with Engineering and cross-functional teams, reporting partner feedback and contributing to internal and external knowledge-base articles.
• Guide junior team members and communicate product releases and improvements to partners.

Requirements

• 2+ years of relevant experience.
• Bachelor’s degree in a related field or equivalent business experience.
• Strong customer service, written and verbal communication, interpersonal, organizational, and attention-to-detail skills.
• Ability to work independently with general supervision and adapt to new technologies and processes.
• Preferred: basic understanding of IT, Professional Services, CRM, and ERP markets.
• Preferred: experience troubleshooting Windows and Linux servers.

Culture & Benefits

• Work arrangement may be onsite, hybrid, or remote depending on location.
• Collaboration with Services & Support, Engineering, Development, and other cross-functional teams.
• Inclusive workplace focused on diverse perspectives and contributions.
• Occasional travel of up to 10% may be required.