iLab Agent (IoT)

Location: Richmond, Virginia, United States; hybrid schedule with two core office days per week

Annual base pay: $45,300–$60,400

Company

hirify.global is a high-tech home security company focused on protecting homes through connected security products and services.

What you will do

• Serve as an escalation point for complex customer cases through phone and email.
• Diagnose, reproduce, and document software, hardware, firmware, app, billing, camera, lock, and connectivity issues using logs, device testing, and field data.
• Investigate recurring customer and agent pain points, identify root causes, and deliver actionable insights to Engineering, Product, and Customer Experience leadership.
• Improve troubleshooting content, training materials, Help Center documentation, agent tooling, and customer education.
• Participate in UAT and QA testing for new product releases and provide technical consultation to social and digital CX teams.
• Contribute to TRB reviews, quarterly business reviews, and complex projects focused on customer experience, revenue recovery, and brand trust.

Requirements

• 2+ years of experience in technical support, QA, or escalation management, ideally in consumer technology or IoT.
• Strong troubleshooting, analytical, documentation, and complex issue diagnosis skills.
• Excellent customer service and written and verbal communication skills, including the ability to explain technical details to non-technical audiences.
• Familiarity with Jira, Grafana, Amplitude, Zuora, CRM, and Support Hub.
• High attention to detail, curiosity, initiative, and the ability to work independently and cross-functionally.
• Ability to work in a hybrid arrangement from the Richmond, Virginia office two core days per week.

Nice to have

• Experience with technical issue management, bug tracking, or root-cause analysis workflows.
• Experience in elevated technical support, product support, or engineering-adjacent roles.
• Exposure to digital self-service, Help Center optimization, or agent enablement content.

Culture & Benefits

• Collaborative, inclusive, no-ego culture focused on customer impact and continuous improvement.
• Comprehensive total rewards package with medical, retirement, lifestyle, and wellness benefits.
• Annual bonus, equity, and other compensation may be available in addition to base pay.
• Free hirify.global system and professional home monitoring.
• Employee Resource Groups supporting networking, mentoring, development, and advocacy.