Technical Support Representative II (M-F 11:30am - 8pm)

Location: Hybrid, with regular onsite presence required at the Skaneateles, NY office.

Salary: $52,800–$72,600 base salary per year.

Company

hirify.global develops healthcare products and services focused on saving and sustaining lives.

What you will do

• Provide remote troubleshooting for hardware, software, networking, security, and connected-device issues.
• Document issue identification, troubleshooting steps, resolutions, customer requests, and case updates in the relevant systems.
• Process requests such as part replacements and case creation through standard systems and alternate workflows.
• Escalate issues to internal teams including R&D and engineering when required.
• Provide technical guidance on supported hardware, software, and connected devices while meeting defined KPIs and service levels.
• Identify recurring issues and document findings to support product and process improvements.

Requirements

• High school diploma or GED.
• At least 1 year of experience in remote technical troubleshooting or 2–3 years of experience in technical or customer support.
• Experience troubleshooting Microsoft operating systems, Active Directory, and server environments.
• Experience diagnosing hardware, software, networking, and security issues.
• Experience installing and troubleshooting computer hardware and peripheral devices, including printers, scanners, and Bluetooth devices.
• Ability to follow regulated processes and maintain compliant documentation standards.
• Authorization to work for any employer in the United States is required; employment visa sponsorship is not available.

Nice to have

• Associate degree in Information Systems or a related field.
• Relevant technical certifications such as CompTIA, Microsoft, or networking certifications.
• Experience supporting medical devices or healthcare environments.
• Experience with web-based or client-server applications, SAP or similar systems, and knowledge management tools.

Culture & Benefits

• Collaborative, supportive environment focused on knowledge sharing and continuous learning.
• Hybrid work model with regular onsite collaboration, training, and team engagement.
• Medical and dental coverage beginning on day one, plus life, accident, disability, and business travel accident insurance.
• 401(k) retirement plan with contribution and matching options, employee stock purchase plan, flexible spending accounts, and educational assistance.
• Paid holidays, 20–35 days of paid time off based on length of service, family and medical leave, and paid parental leave.