Customer Success Engineer

TL;DR

Customer Success Engineer: Providing high-quality technical support and assistance for Company's products and services to partners and B2B customers with an accent on prompt resolution of technical issues and effective communication. Focus on troubleshooting, managing inquiries, and escalating complex requests.

Company

hirify.global is a leading global cybersecurity company providing comprehensive security solutions.

What you will do

• Provide high-quality technical support and assistance to partners and B2B customers.
• Respond to customer requests via calls, web cases, and e-mail to ensure prompt resolution.
• Perform registration, classification, and prioritization of phone and self-service requests.
• Manage customer inquiries, troubleshoot issues, and research root causes using reference materials.
• Escalate requests to higher support level groups according to internal procedures.
• Professionally communicate with customers and partners in local and English languages.

Requirements

• Higher education in Information Technology, Information Systems, or Computer Science, or equivalent certifications (CompTIA A+, N+, Server+, MCP: Windows Server/Client Systems).
• Basic knowledge in MS SharePoint, MS Teams, MS Exchange, and MS SQL.
• Proficiency in Microsoft OS (Server 2008+, Windows 7+) at a system administration level.
• Understanding of corporate networking infrastructures, including DNS, group policy, and AD structure.
• Troubleshooting skills, including the ability to analyze logs, traces, and dump files.
• Familiarity with Web and Messaging Systems, Virtualization environments (VMware, Hyper-V, Citrix), and Security solutions (Firewalls/authentication/encryption/AV MS).
• Written and verbal Farsi and English language proficiency required.

Nice to have

• Experience with ticket systems.

Hiring process

• HR interview.
• Test assignment.
• Meeting with Hiring Manager.
• Interview with head of Customer Support.
• Final meeting (optional).
• Offer stage & Reference check.