TL;DR

Associate Support Analyst: Providing first-line technical support and troubleshooting for secure file transfer products with an accent on customer communication, system data analysis, and collaboration. Focus on developing technical expertise in operating systems, networking, and software applications while growing into advanced support engineering roles.

What you will do

Develop strong understanding of %hirify_global%’s secure file transfer products and customer deployment models.
Provide first-line support by triaging, troubleshooting, and escalating support cases.
Communicate clearly with customers via email, phone, and case management platforms.
Investigate and resolve issues related to products, connectivity, and configurations.
Collaborate with peers to share knowledge and improve troubleshooting processes.
Continuously enhance technical expertise in operating systems, networking, and software applications.

Requirements

Strong desire to learn and grow in a technical support role.
Bachelor's degree in a technical field or equivalent experience preferred.
Basic knowledge of Windows, macOS, Linux, and IBM i systems including remote desktop, cloud, and virtualization.
Foundational understanding of TCP, File Transfer Protocols, DNS, routing, firewalls, and connectivity troubleshooting.
Strong problem-solving skills and excellent communication abilities.
Ability to work independently and collaboratively within a team.

Nice to have

Experience troubleshooting connectivity and networking issues related to TCP/IP, DNS, and FTP.
Familiarity with case management tools and customer support ticketing systems.
Exposure to cloud environments and virtualization platforms.
Knowledge of security principles related to software and network troubleshooting.
Prior experience in customer-facing technical roles.