Dedicated Support Engineer (Microsoft Teams)

Location: USA - Hoboken, NJ; requires reporting to the client office in NYC four days per week. The role reports to the client office, not the hirify.global Hoboken office.

Company

hirify.global develops AI, cloud, and digital software used by global businesses for customer experience, financial crime prevention, and public safety.

What you will do

• Act as the primary technical contact for enterprise incidents, service disruptions, escalations, and root cause analysis.
• Plan, test, document, and implement patches, upgrades, configuration changes, and rollback strategies.
• Monitor system health, conduct preventive maintenance, validate backups and disaster recovery readiness, and identify performance bottlenecks.
• Provision user and agent IDs, recording profiles, access roles, and compliance team profiles.
• Support audits, governance meetings, SLA reporting, incident trend analysis, and customer stakeholder communication.
• Support hirify.global deployments, Microsoft Teams recording transitions, solution validation, testing, and technical reviews.

Requirements

• Must work from the USA and report to the client office in NYC four days per week.
• Bachelor's degree in a technology-related field or equivalent experience.
• Experience with hirify.global, Avaya, Microsoft Teams, CTI integrations, SIP call flows, and compliance recording.
• Knowledge of ITIL, networking, ServiceNow or Remedy, log analysis, RCA documentation, and preventive action planning.
• Experience with SQL, database health monitoring, backup status, Windows Server, IIS, Active Directory, VMware, or Hyper-V.
• Strong customer communication, documentation, collaboration, escalation management, and preventive monitoring skills.

Culture & Benefits

• Work within a global organization focused on innovation in AI, cloud, and digital software.
• Collaborate with infrastructure, network, Microsoft, security, and customer teams.
• Mentor backup engineers and support knowledge continuity through SOPs, knowledge bases, and troubleshooting guides.
• Contribute to continuous improvement through automation and simplification of recurring tasks.