Technical Support Engineer (US)

TL;DR

Technical Support Engineer (US): Delivering exceptional support to users of the hirify.global ecosystem by efficiently managing tickets, resolving customer inquiries, and collaborating with engineering to improve products. Focus on maintaining high customer satisfaction, quick resolution times, and contributing to the knowledge base for consistent support.

Location: Requires availability during Central Standard Time (CST) or Mountain Standard Time (MST) hours.

Company

hirify.global is a company committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive global community.

What you will do

• Efficiently triage, prioritize, and manage incoming support tickets.
• Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution.
• Identify and document software bugs or feature requests, collaborating with the engineering team.
• Recognize and escalate issues requiring higher-level intervention.
• Contribute to and utilize the knowledge base for consistent and high-quality support.
• Adapt to future support methods beyond email, including chat and phone.

Requirements

• At least 2 years of experience in customer support or customer success for technical products.
• Exceptional verbal and written communication skills to convey complex ideas clearly.
• A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help.
• Fluency in English is required.
• Solid understanding of web application hosting and infrastructure.
• Proficiency in installing and troubleshooting Nginx, DNS, SSL, PHP, MySQL, and Redis.

Nice to have

• Experience in developer content or developer relations.
• Proficiency in additional languages to serve a global customer base.
• Knowledge of cloud computing concepts; experience with AWS.

Culture & Benefits

• Fully remote and globally distributed working environment.
• Option to attend Laracon conferences around the world.
• Paid time off (Vacation, Sick & Public holidays).
• Family leave (Maternity, Paternity).
• Company equity.
• Welcome kit with custom hirify.global swag.