Technical Support Engineer (L2)

Location: Bucharest or Paris, hybrid

Salary: RON 9,800–14,000 net monthly

Company

hirify.global develops a mobile application that lets users add multiple phone numbers to their smartphones and is scaling its B2B solution, hirify.global Business.

What you will do

• Investigate and resolve L1-escalated issues involving voice calls, SMS, mobile applications, web applications, subscriptions, and third-party integrations.
• Troubleshoot HTTP requests, API responses, JSON payloads, authentication, webhooks, databases, and SQL queries.
• Analyze logs, error messages, system events, and incident timelines to identify possible root causes.
• Prepare structured Jira tickets and technical evidence for Engineering escalations requiring deeper investigation or code changes.
• Support production incident management, status-page monitoring, customer-impact assessment, and technical communication across Customer Care, Engineering, Product, DevOps, and Carrier Relations.
• Contribute to post-mortems, RCA, runbooks, knowledge-base articles, workflow improvements, and automation opportunities.

Requirements

• Previous experience in Technical Support, Application Support, QA, SaaS, or a similar technical role is advantageous; candidates at different experience levels are considered.
• English is mandatory.
• Understanding of HTTP/HTTPS, REST APIs, JSON, common status codes, and basic request/response troubleshooting.
• Ability to retrieve and investigate data with SQL, including filtering, joins, and basic aggregations.
• Familiarity with reading technical logs, identifying errors, and correlating events across systems.
• Understanding of TCP/IP, UDP, DNS, and client-server communication.
• Systematic troubleshooting, hypothesis testing, technical documentation, clear communication, attention to detail, collaboration, and ownership through resolution.

Nice to have

• Experience with VoIP, SIP, RTP, WebRTC, or telecom systems.
• Familiarity with browser Developer Tools, Postman, Jira, Axiom, Kibana, or Sentry.
• Experience investigating third-party integrations such as HubSpot, Zoho, or other CRM platforms.
• Exposure to cloud services, AWS, webhooks, and asynchronous processing.
• Basic scripting or automation knowledge.
• French language skills.

Culture & Benefits

• Permanent, full-time hybrid position in Bucharest or Paris.
• Curiosity, analytical thinking, continuous learning, clear communication, and active ownership are valued.
• Less experienced candidates are supported through opportunities to learn; experienced candidates are expected to own complex issues independently end to end.
• The role emphasizes meaningful resolution rather than simply forwarding problems.