Senior Technical Support Engineer (24/7 Rotational Shifts) (IoT)

Location: Remote from Poland; Wrocław. Employment is under a Contract of Employment aligned with Polish Labour Law.

Company

hirify.global provides engineering support for a global network of smart devices.

What you will do

• Monitor customer-facing dashboards, automated detection systems, device fleets, and performance indicators across rotating shifts.
• Analyze real-time device health data to identify anomalies, degradation, and risks before customer impact.
• Respond to alerts, triage Sev 1–5 incidents, and escalate critical issues through defined runbooks.
• Initiate and track post-incident corrective actions, support root cause analysis, and document resolutions and workarounds.
• Coordinate with engineering, product, and infrastructure teams during bridge calls and communicate incident status within SLA timelines.
• Generate shift reports and improve triage, escalation, communication, and COE runbooks through retrospectives.

Requirements

• 4+ years of experience in IT operations, NOC, production monitoring, incident management, or a similar technical role.
• Hands-on experience monitoring technical systems, analyzing operational metrics, and investigating alerts or performance issues.
• Experience with monitoring, visualization, or observability tools such as Grafana, Splunk, Datadog, CloudWatch, Tableau, QuickSight, or similar.
• Good understanding of incident classification, prioritization, escalation, communication, and ticketing systems such as Jira, ServiceNow, Zendesk, or similar.
• Strong analytical, troubleshooting, communication, and organizational skills, with attention to detail and the ability to prioritize in a fast-paced environment.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, HTTP/HTTPS, and Wi-Fi.
• Basic SQL knowledge and familiarity with Linux, Windows, macOS, Android, or iOS.
• Ability to use AI tools effectively, including writing clear prompts for troubleshooting, analysis, and daily work.
• Ability to work independently, take ownership of incidents, and collaborate with cross-functional teams.

Nice to have

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecommunications, or a related technical field.
• Experience in a 24/7 NOC, monitoring, or production support environment.
• Basic scripting skills in Python, Bash, or PowerShell.
• Familiarity with AWS, Azure, or Google Cloud.

Culture & Benefits

• 24/7 rotational shifts, including nights, weekends, and holidays.
• Contract of Employment with paid vacation, public holidays, and medical leave under Polish statutory regulations.
• Private medical insurance supplementing NFZ coverage.
• Performance-based annual reviews, individual Performance Bonus, and Loyalty Bonus.
• Internal knowledge hubs, corporate courses, continuous development opportunities, and free English classes.
• Equal-opportunity, transparent, value-based culture with an individual approach to team members.