TL;DR

Associate Software Engineer (Content Support): Provide L1 technical support and incident management for %hirify_global% Content, a headless and headful enterprise CMS, with an accent on customer issue triage, system monitoring, and rotational shift coverage. Focus on troubleshooting Java-based content management systems, coordinating with global teams, and maintaining high responsiveness during NA and EMEA hours.

Location: Remote (India)

Company

%hirify_global% builds an AI-driven personalization platform powering over 1,400 global brands across retail, financial services, hospitality, and gaming sectors.

What you will do

Act as primary contact for customer issues via Zendesk and perform initial triage and troubleshooting.
Monitor system health dashboards and respond to P1/P2 alerts using tools like Humio and PagerDuty.
Participate in rotational 24x7 on-call support covering NA and EMEA shifts, including night and weekend shifts.
Maintain clear communication with customers and internal teams, ensuring proper handover between shifts.
Escalate unresolved issues to L2/L3 teams with detailed documentation.
Collaborate closely with support, infrastructure, and technical consultant teams globally.

Requirements

Location: Must be based in India.
3-5 years of experience in technical support roles, preferably in service or retail industries.
Proficient in core Java coding and common Java libraries; experience with Java frameworks like Spring.
Familiarity with front-end technologies such as Angular or React.
Experience with monitoring tools like Cloudflare, Datadog, Dynatrace, and ticketing systems like Zendesk and Jira.
Willingness to work rotational shifts including nights and weekends.

Nice to have

Exposure to Java Content Management tools like Adobe Experience Manager, OpenText Team Site, IBM Websphere, or Documentum.
Knowledge of service-oriented architecture, cloud technologies, and containerization with Docker.

Culture & Benefits

Flexible working hours and virtual-first work environment with global hubs.
Generous personal development budget and leadership programs.
Employee assistance programs including counseling and wellness apps.
Paid volunteer days and extended parental leave.
Stock options, performance bonuses, and employee referral bonuses.
Company events fostering global community and engagement.