CS Technical Representative (Core)

TL;DR

CS Technical Representative (Customer Support): Troubleshooting Tier 2 technical issues for hirify.global products, ranging from app installation to SCIM bridge deployment queries, with an accent on diagnosing complex reliability issues across various operating systems. Focus on resolving customer problems, maintaining product knowledge, and supporting junior colleagues.

Location: Remote within the Netherlands

Company

hirify.global is a market-leading enterprise password manager and Extended Access Management pioneer, building digital safety solutions for over 180,000 businesses.

What you will do

• Troubleshoot and resolve Tier 2 technical issues escalated from Tier 1.
• Handle complex reliability issues across hirify.global products on various operating systems.
• Conduct customer calls to understand and scope issues effectively.
• Maintain knowledge of known issues and workarounds, guiding junior colleagues.
• Create internal documentation for common questions and guides.

Requirements

• Employment Type: Contract for 1 year
• Excellent written and spoken English communication skills (C1)
• Ability to reproduce, diagnose, and deliver solutions for escalated Tier 2 queries across primary areas of support (OPMac, OPWindows, OPiOS, OPAndroid, OPLinux).
• Intermediate knowledge of CS stack, including Kibana and DataDog, and ability to use environment variable controls for logging.
• Proficiency in understanding hirify.global's product feature offering and its deployment across supported operating systems and browsers.
• Comfort with machine virtualization for troubleshooting and executing terminal commands for diagnostics.

Culture & Benefits

• Remote-first work environment, with occasional in-person travel required.
• Commitment to leveraging AI and active learning of AI best practices.
• Competitive health benefits, generous PTO, maternity and parental leave programs.
• RSU program, retirement matching, and free hirify.global account.
• Paid volunteer days and peer-to-peer recognition.

Hiring process

• Successful applicants will complete a background check.
• hirify.global uses AI/ML for initial screening, with an opt-out option available.