Technical Support Specialist (Level 2) (911)

Location: Hybrid, with 2 days per week in the office at 7150 Rue Alexander Fleming, Saint-Laurent, Quebec, Canada. Rotating shifts may include evenings, weekends, and holidays for 24/7 support operations.

Company

hirify.global develops web- and cloud-based 911 emergency call-handling and communication solutions for telecommunications providers, public safety agencies, and 911 call centers.

What you will do

• Provide initial triage, technical analysis, and advanced troubleshooting for hirify.global services and 911 solutions.
• Handle after-hours support calls, respond to critical service incidents, initiate support procedures, and escalate issues to on-call engineers or specialized teams.
• Create, update, and resolve support tickets with detailed troubleshooting steps, impact, root-cause indicators, and customer communications.
• Monitor service alerts, system dashboards, and platform health indicators to identify and address issues proactively.
• Collaborate with technical, network operations, and product teams to resolve customer issues and maintain expertise across hirify.global platforms.
• Prepare technical documentation, contribute to the knowledge base, generate operational reports, and assist with project-task coordination.

Requirements

• At least 2 years of technical customer support experience, preferably in a helpdesk or remote-support environment supporting complex software systems.
• At least 2 years of experience with networking concepts, IP-system troubleshooting, and Windows servers and workstations.
• Fluency in English and French.
• Intermediate proficiency with Microsoft Excel, Word, and Outlook.
• Ability to work rotating shifts, including evenings, weekends, and holidays, as needed for 24/7 support operations.
• A two-year degree in management information systems, computer science, or a related field is preferred; equivalent experience may substitute for the education requirement.

Nice to have

• Experience with critical, high-availability systems and VoIP-based environments.
• Certifications such as CCNA, CCNP, or MCSE.
• Familiarity with Cat5e/Cat6 cabling, RJ45 standards, network test tools, and telephony-related connectivity troubleshooting.
• Basic knowledge of POTS, SIP, tip and ring, punch-down blocks, and MDF/IDF workflows.
• Basic experience using AI-assisted tools or technologies for troubleshooting, documentation, or workflow improvement.

Culture & Benefits

• Hybrid work arrangement with two office days per week.
• Medical, dental, vision, life, and disability insurance coverage.
• Paid time off, paid parental leave, and a Registered Retirement Savings Plan.
• Tuition reimbursement and access to personal and professional training resources.
• Employee discounts and additional insurance coverage.