Senior Technical Support Engineer (AI)

Location: Hybrid role in Romania, with office location in Cluj and a Romania-Remote option. Rotating schedule: 9:00–18:00 or 8:00–17:00 EET, aligned with Romanian and UK business hours.

Company

hirify.global provides customer experience communications and insights that help organizations improve customer and team interactions.

What you will do

• Respond to customer queries by phone, email, chat, and ticketing systems.
• Troubleshoot issues and aim for first-time resolution, escalating priority cases when necessary.
• Maintain accurate and complete ticket and customer data.
• Manage changes and requests in client environments and provide screen-sharing support for setup and operation.
• Create, structure, reuse, and improve knowledge-base articles and promote customer self-service.
• Build and maintain knowledge of hirify.global products, services, and processes.

Requirements

• Proven experience using AI-enabled tools to improve efficiency, problem-solving, and collaboration.
• Proven experience in a customer support or technical support role.
• Experience with Salesforce Service Cloud or similar CRM systems, knowledge-base systems, and customer portals for case management.
• Basic understanding of VoIP technologies, networking, telecommunications, and IP telephony.
• Exceptional communication skills and the ability to adapt interactions to different customer personalities and contexts.
• Ability to support both non-technical and technical customers.
• Ability to follow processes and procedures with strong attention to detail.
• Strong prioritization skills and the ability to make high-impact decisions while multitasking.

Culture & Benefits

• Fixed-term, full-time employment.
• Hybrid work arrangement with a rotating schedule covering Romanian and UK business hours.
• Opportunity to develop expertise in cloud-based technologies and hirify.global products.
• Equal-opportunity workplace focused on diversity, fairness, security, and authentic participation.
• Background checks may be conducted before extending an employment offer.