Technical Support Engineer

TL;DR

Technical Support Engineer (Customer Support): Providing advanced technical support and issue resolution for SaaS software used in customer contact centers with an accent on troubleshooting complex multi-platform environments and communication with non-technical audiences. Focus on analyzing logs, APIs, network protocols, and mentoring colleagues while ensuring SLA compliance and customer satisfaction.

Location: Hybrid model with 2 days per week onsite in Medellin, Colombia

Company

hirify.global is a global market leader in AI, cloud, and digital software solutions, serving over 25,000 businesses including 85 of the Fortune 100 corporations.

What you will do

• Provide advanced technical support using tools to analyze logs, traces, APIs, and network captures.
• Drive case resolution with ownership and ensure SLA targets are met.
• Communicate technical concepts clearly to non-technical stakeholders.
• Mentor colleagues and contribute to internal knowledge bases.
• Identify recurring issues and propose automation or process improvements.
• Collaborate across engineering, product, and operations teams.

Requirements

• Location: Must be based in Medellin, Colombia with hybrid work (2 days onsite)
• Bachelor’s degree or equivalent experience in Computer Science, Networking, or related fields.
• 5+ years in technical customer service and 3+ years with SaaS technologies and databases.
• Strong knowledge of network protocols (SIP, H323, TCP/IP) and VoIP technologies.
• Excellent communication skills with ability to handle escalated customer issues.
• Experience with support ticketing systems like Salesforce, Jira, or ServiceNow.

hirify.global-to-have">hirify.global to have

• Experience with cloud platforms such as AWS.
• Familiarity with APIs (REST/GraphQL) and debugging tools like Postman.
• Basic scripting skills in Python, Bash, or PowerShell for automation.
• Experience with monitoring and logging tools like CloudWatch.

Culture & Benefits

• Hybrid work model with flexibility and focus on collaboration.
• Fast-paced, innovative, and supportive global environment.
• Opportunities for career growth across multiple roles and domains.
• Emphasis on teamwork, emotional intelligence, and resilience.