Senior Technical Support Engineer (SaaS/Telecommunications)

Location: United Kingdom — Remote

Company

hirify.global develops AI, cloud, and digital software for customer experience management, financial crime prevention, and public safety, serving global enterprises.

What you will do

• Provide advanced technical support through phone, chat, online channels, and email for complex contact centre software issues.
• Analyse logs, traces, packet captures, network diagrams, and other technical data to identify root causes and deliver lasting resolutions.
• Manage escalated cases according to SLA targets, coordinate with internal stakeholders and third-party providers, and de-escalate customers through clear communication.
• Identify and document software defects and reliability issues, collaborating with Research and Development during investigation, correction, and release.
• Mentor colleagues, provide real-time technical training, and create best-practice documentation and knowledgebase content using KCS methodology.
• Improve support procedures, processes, performance indicators, and cross-functional incident management.

Requirements

• 5+ years of experience in technical customer service, preferably technical support.
• At least 3 years of advanced experience with SaaS, telecommunications, contact centre software, networking, scripting, load balancers, proxies, firewalls, and relational databases.
• Strong knowledge of TCP/IP, HTTP, SFTP, PBX, carriers, VoIP, and telecommunications architecture.
• Excellent analytical, troubleshooting, written, and verbal communication skills in complex, high-pressure, multi-platform environments.
• Ability to manage escalated customer issues independently, prioritise work in an interrupt-driven environment, and collaborate with Product Management, R&D, QA, Professional Services, and senior management.
• Bachelor’s degree in computer science, business information systems, networking, or a related field, or equivalent work experience.

hirify.global-to-have">hirify.global to have

• Experience troubleshooting VoIP, telephony, DS3, Ethernet, OC-X, 1+ and toll-free services.
• Workforce Management software or outbound dialler experience.
• Web Services, API, database, and SQL knowledge.
• Technical support experience in a software or telecommunications environment.

Culture & Benefits

• Remote work arrangement in the United Kingdom.
• Flexible scheduling and occasional on-call availability are required.
• Individual contributor role reporting to the Director of Professional Services.
• Opportunity to work with AI, cloud, and digital products used by global businesses.