Technical Support Specialist, Level 3

Location: Hybrid position in Mulgrave, Victoria, Australia

Company

hirify.global develops mobile and IoT device management solutions, including enterprise mobility management software.

What you will do

• Provide expert-level technical support for MobiControl and resolve complex enterprise customer issues.
• Act as the highest technical escalation point for critical incidents and manage escalations for enterprise and premium customers.
• Advise on software implementation, deployment, configuration, and optimization.
• Troubleshoot mobile devices, operating systems, networking, and enterprise environments.
• Mentor Level 1 and Level 2 support specialists and create technical documentation and knowledge base content.
• Collaborate with Product Management, Development, Quality Assurance, and Professional Services on product improvements, issue reproduction, and fix validation.

Requirements

• Significant experience in technical support or enterprise software support.
• Expert knowledge of hirify.global MobiControl and enterprise mobility management solutions.
• Advanced knowledge of Android, iOS, Windows CE, and Windows platforms.
• Strong understanding of networking fundamentals, including the OSI model, TCP/IP, DNS, DHCP, VPNs, certificates, firewalls, and enterprise networking.
• Strong analytical, problem-solving, communication, and customer management skills.
• Professional English and one additional required language: Vietnamese, Thai, Cantonese, Filipino, or Japanese.

Culture & Benefits

• Opportunities for personal growth, continuous learning, and innovation.
• Work with leading-edge technologies and complex projects.
• Collaborate with agile, cross-functional teams and technology partners.
• Contribute to a global, fast-paced environment.