TL;DR

Senior Designated Support Engineer: Providing technical assistance and resolving end-user connectivity issues for %hirify_global% products with an accent on troubleshooting and diagnosing escalated customer issues, coordinating solutions. Focus on analyzing logs, understanding network topology, and effectively communicating with internal and external customers.

Location: Remote (USA)

Company

%hirify_global% Ltd. is a global software company providing solutions for customer experiences, financial crime, and public safety, known for its expertise in AI, cloud, and digital technologies.

What you will do

Work with tickets via web, email, voice, or chat, ensuring correct prioritization and communication.
Fix end-user issues and provide resolution for incidents.
Record and route incidents, maintaining thorough records.
Escalate incidents when necessary.
Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services.
Open and monitor incidents with 3rd party providers, pulling and analyzing logs for troubleshooting.

Requirements

Associate's or Bachelor's Degree in Computer Science, Business Information Systems, or equivalent work experience.
6+ years of work experience in a customer service field, preferably technical.
Excellent technical, troubleshooting, and analytical skills.
Ability to excel in a fast-paced, agile environment with critical thinking and problem-solving skills.
Excellent written and verbal communication skills, professionalism with clients.
Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP).

%hirify_global% to have

4+ years in a technical support role in software or telecommunications.
IP Telephony/Telecommunications experience.
Dialer knowledge and Workforce Management experience.
Web Services and API knowledge.
Competence in database and SQL concepts.

Culture & Benefits

Ambitious, game-changing environment with high standards.
Commitment to equal opportunity employment.
Opportunity to work with a company recognized as a market leader in AI, cloud, and digital.