Sr. Customer Support Engineer (Video Conferencing)

Location: Hybrid in Cork, Ireland

Company

hirify.global develops collaboration and video conferencing products that help teams work and communicate effectively.

What you will do

• Resolve technically complex customer issues involving video conferencing, AV products, operating systems, networking, and enterprise software.
• Provide timely, clear, and positive support through phone, email, and video calls.
• Own technical customer relationships, manage expectations, and proactively follow up on cases.
• Partner with leadership, stakeholders, and product engineers to investigate bugs, compatibility issues, and unresolved technical problems.
• Identify support trends and contribute to knowledge-base documentation and training materials.
• Handle non-escalated support requests when needed to maintain service-level commitments.

Requirements

• Expert knowledge of video conferencing and AV products.
• Advanced knowledge of Windows, macOS, computer networking, and operating systems.
• Strong working knowledge of Zoom, Microsoft Teams, Google Meet, Microsoft 365, Exchange, Azure AD, and SSO.
• Ability to troubleshoot highly complex technical issues and collaborate with engineers on escalations.
• Excellent verbal, written, interpersonal, and customer-service skills.
• Professional-level English is required.

Nice to have

• At least 3 years of technical support experience, including 2 years troubleshooting videoconferencing systems.
• At least 2 years of remote technical support experience and 1 year supporting enterprise accounts.
• Familiarity with Android-based devices and iOS devices.
• Bachelor’s degree in computer engineering, electronic and communication engineering, or equivalent experience.
• Relevant technical certifications.

Culture & Benefits

• Hybrid work model combining remote and on-premises work.
• Flexible working environment with opportunities for individual initiative and career development.
• Inclusive and diverse workplace focused on collaboration, respect, and wellbeing.
• Comprehensive benefits that vary by location.