Support Engineer III (Software Development Platform)

TL;DR

Support Engineer III (Software Development Platform): Managing complex customer support tickets for a leading AI-powered software development platform with an accent on diagnosing load, networking, and application errors. Focus on troubleshooting technical issues, collaborating with engineering, and enhancing customer support processes.

Location: Remote, Netherlands

Company

hirify.global is the world’s leading AI-powered developer platform with over 180 million developers.

What you will do

• Troubleshoot and resolve complex customer support tickets (web, email, phone, chat) with minimal assistance.
• Diagnose load, networking issues, and debug application errors for system administrators.
• Collaborate with engineering to prioritize development work and with documentation to improve resources.
• Manage urgent customer outages during business hours and provide occasional weekend on-call support.
• Provide real-time customer support via phone and chat, leveraging screen sharing and remote troubleshooting tools.
• Advocate for the customer and the team, identifying and reporting bugs and feature requests.

Requirements

• 5+ years experience in technical customer support, technical writing, system administration, or related roles; OR Bachelor's Degree in Computer Science or related field AND 3+ years experience; OR equivalent experience.
• Must be customer-service oriented, with strong teamwork, collaboration, adaptability, and initiative.
• Prior experience providing technical support to enterprise customers is required.
• Exceptional verbal, written, organizational, presentation, and communication skills.

Nice to have

• Proficiency in using and troubleshooting Git, hirify.global or similar version control systems.
• Strong understanding of software development workflows and tools (CI/CD pipelines, code security, issue tracking systems, code editors/IDEs like VS Code, IntelliJ IDEA).
• Previous experience performing Linux system administration and working experience with common tools like Docker, system, openssl.
• Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure).

Culture & Benefits

• Remote-first work environment, promoting flexibility.
• Competitive pay and generous learning and growth opportunities.
• Excellent benefits to support you, wherever you are.
• Embrace diversity and invite applications from people of all walks of life.
• Company values include customer-obsession, growth mindset, and being better together.