Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI/CX): Providing technical assistance and support to customers, diagnosing and troubleshooting technical issues with an accent on Windows and Linux systems, software, and technical products. Focus on efficient issue resolution, customer education, and collaboration with development teams to enhance product functionality.

Location: Hybrid (Düsseldorf, Germany) – 2 days in office, 3 days remote per week.

Company

hirify.global, a global market leader, delivers an AI-first CX platform combining Generative and Conversational AI to empower brands with AI Agents for customer experiences.

What you will do

• Act as the first line of contact for customer issues, providing timely assistance.
• Identify and escalate complex technical issues to higher support levels.
• Track, document, and route issues for fast and accurate resolution.
• Guide customers through troubleshooting with professionalism and empathy.
• Collaborate with the engineering team to enhance product functionality.
• Continuously expand expertise in help desk procedures, products, and services.

Requirements

• Proven Product Support Experience: 3+ years as a Product Support Engineer or in a similar technical support role.
• Hands-on experience with Windows and Linux operating systems.
• Strong familiarity with software development concepts, databases, and system design.
• Understanding of customer service best practices and a solutions-driven approach.
• Excellent communication and problem-solving skills for technical assistance.
• Experience with cloud-based technologies and basic programming languages.

Culture & Benefits

• Hybrid work model (hirify.global-FLEX: 2 days office, 3 days remote).
• Work in a fast-paced, collaborative, and creative global environment.
• Endless internal career opportunities across multiple roles and locations.
• Opportunity to learn and grow as a market leader in AI, cloud, and digital.