Hotline Support Specialist (DE/EN)

Location: Poland, Germany, or other EU countries; availability aligned with the CET/CEST time zone; rotating on-call shifts include evenings, nights, and weekends.

Company

hirify.global is a custom software development company providing software engineering, QA, R&D, design, technology consulting, and dedicated team services.

What you will do

• Handle hotline calls, support requests, service inquiries, and incident reports.
• Assess, classify, troubleshoot, document, and track reported issues in the ticketing system.
• Resolve issues at first support level where possible and escalate them to the appropriate technical teams.
• Handle incidents according to agreed SLA requirements and escalation procedures.
• Provide after-hours and weekend on-call support for critical incidents, including immediate escalation of highest-severity cases.
• Maintain incident continuity and accurate records while contributing to continuous improvement of support processes.

Requirements

• German proficiency at C1 level or higher, including the ability to handle technical inquiries in high-pressure situations.
• English proficiency at B2 level or higher for internal communication and documentation.
• Basic technical understanding of web platforms and content management systems.
• Experience with ticketing systems such as Jira or similar tools.
• Ability to assess, classify, document, and escalate technical incidents according to established procedures.
• Strong communication, problem-solving, and customer support skills.
• Ability to work independently and coordinate with technical support teams.
• Willingness to participate in rotating on-call shifts, including evenings, nights, and weekends.
• Availability aligned with the CET/CEST time zone.

Nice to have

• Experience with ITIL incident management processes.
• Familiarity with Drupal, GitLab, AWS, monitoring tools, or PagerDuty.
• Previous experience in IT support, hotline support, or on-call operations.

Culture & Benefits

• Close cooperation with the customer on a digital transformation project for University Medicine in Germany.
• Challenging tasks involving website and intranet content migration, a new CMS, and ongoing service operations.
• Competence development and the ability to influence project technologies.
• Collaboration with a team of professionals in a dynamic environment with low bureaucracy.