Senior Technical Support Engineer (Telephony)

Location: Remote

Salary: $49,504–$91,520 OTE annually, with potential equity and bonus or commission incentives.

Company

hirify.global develops AI-first customer experience automation and contact center software for enterprise brands.

What you will do

• Lead advanced troubleshooting for complex customer support issues, define reproduction steps, and drive escalations to resolution.
• Act as the technical advisor for partner and customer developers working with custom solutions and integrations.
• Develop internal tools and scripts, including JavaScript automation, to reduce repetitive support work.
• Represent customer feedback to Product and Engineering teams and document functional and technical requirements.
• Consult with client leadership, demonstrate feature enhancements, and develop risk mitigation and contingency plans.

Requirements

• 2–4 years of experience in SaaS customer support delivery or IT project management.
• Fluent English communication skills required.
• Experience with SIP and telephony.
• Strong technical troubleshooting, prioritization, time management, and customer communication skills.
• Proactive, consultative approach with a strong focus on teamwork and customer care.

Nice to have

• Salesforce knowledge from a user, manager, or point-of-contact perspective.
• Experience with Twilio, Plivo, Nexmo, VoIP, SIP, WebRTC, or ICE.
• JavaScript proficiency and experience with SQL or Looker.
• Knowledge of OAuth, SAML, DNS, and TCP/IP.

Culture & Benefits

• Remote work in a customer-focused, inclusive environment.
• Medical, dental, vision, life, disability, and employee assistance program benefits.
• 401(k) retirement plan.
• Paid time off, 14 paid holidays, and paid sick leave subject to employment classification and manager approval.

Hiring process

• Apply online during the application window.