Tech Support Agent (Hosting)

Location: Barcelona, Spain

Company

hirify.global is an ecosystem of brands providing hosting, domains, email, e-commerce, SaaS, and related digital services to small and medium-sized businesses across Europe.

What you will do

• Handle complex second-level technical customer inquiries and incidents from escalation through resolution.
• Investigate technical issues, perform root-cause analysis, and select the appropriate resolution or escalation path.
• Troubleshoot domains, DNS, transfers, hosting, email, websites, SSL/TLS, HTTP/HTTPS, WordPress, and common CMS platforms.
• Support first-level agents by sharing troubleshooting approaches, best practices, and technical expertise.
• Create technical documentation, troubleshooting guides, and knowledge-base articles while contributing to internal training and process improvements.
• Collaborate with Customer Care, internal technical teams, external partners, and domain registries on complex cases, migrations, product changes, and service improvements.

Requirements

• Native or equivalent-level German and fluent English are mandatory.
• IT-related education or equivalent practical experience.
• Experience in technical customer support, hosting, domains, web technologies, or a similar environment.
• Solid knowledge of DNS, domains, hosting, email technologies, SMTP, IMAP/POP3, SPF, DKIM, and DMARC.
• Understanding of HTTP/HTTPS, SSL/TLS, FTP/SFTP, website troubleshooting, hosting environments, control panels, WordPress, and common CMS platforms.
• Strong analytical, troubleshooting, communication, and collaboration skills, with the ability to explain technical topics to non-technical customers.

Nice to have

• Swiss German, French, or Italian language skills.
• Linux and command-line knowledge.
• PHP or MySQL knowledge.
• Experience with Swiss domain registries or second-level support.

Culture & Benefits

• Collaborative environment focused on knowledge sharing, technical growth, and customer-oriented problem solving.
• Respectful and inclusive workplace that welcomes diverse backgrounds.
• Opportunities for learning, professional development, and internal growth.
• International environment spanning brands and teams across Europe.