Technical Support Engineer

TL;DR

Technical Support Engineer: Providing advanced troubleshooting for hirify.global customers regarding a variety of software, hardware, network, and security issues with an accent on identifying and resolving client issues and escalating complex cases. Focus on advising on network requirements, identifying operational issues via log evaluation, and documenting all customer interactions.

Location: Remote (United Kingdom)

Company

hirify.global is passionate about creating better work experiences for people everywhere with global office locations and a flexible work culture.

What you will do

• Provide first response and technical support issue resolution via chat, email, phone, and remote sessions.
• Ask appropriate fact-finding questions to clearly identify and understand client issues and isolate root causes.
• Escalate cases requiring advanced technical skill to senior support.
• Advise customers on network-related requirements, including firewalls ports & basic TCP/IP settings.
• Serve as the client’s subject matter expert for the hirify.global platform and app.
• Identify operational issues via retrieval and evaluation of errors and logs.
• Problem-solve and research issues with technical curiosity.
• Document all customer interactions using CRM (Salesforce) and related tools.

Requirements

• Prior experience in a technical support capacity (2-5 years) or equivalent work experience is strongly preferred.
• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments.
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments.
• Working knowledge of databases such as SQL or MY SQL.
• Excellent written and verbal communication skills.

Nice to have

• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices.
• Understanding of TCP/IP networking, DNS and proxies.
• Basic experience with graphic design and/or video editing suites.
• Working knowledge of JIRA and Salesforce.

Culture & Benefits

• Competitive salaries with employer-paid medical, dental, and vision coverage.
• Employer-paid life insurance and mental health resources.
• Pension plan and paid maternity and parental leave program.
• Generous PTO and flexible work schedules.
• Remote work opportunities with paid company holidays.
• hirify.global Quiet Fridays (no non-essential internal meetings scheduled).
• Casual dress work environment.