Technical Support Engineer

TL;DR

Technical Support Engineer: Resolving customer technical issues related to the hirify.global Cloud platform with an accent on call quality, network troubleshooting, and complex system diagnostics. Focus on root cause analysis, timely resolution within SLTs, and collaboration with internal teams to ensure optimal customer experience.

Location: Hybrid in Manila, Philippines

Company

hirify.global empowers organizations globally to enhance customer and employee experiences through its AI-powered Experience Orchestration platform, hirify.global Cloud.

What you will do

• Serve as the primary contact for customers regarding any technical issues.
• Investigate, replicate, and troubleshoot support issues, collecting necessary logs.
• Interact with customers via various channels to provide status updates and resolutions.
• Collaborate with internal teams (R&D, QA, Operations) to resolve complex support issues.
• Organize and lead conference calls during customer-affecting service interruptions.
• Update Knowledge Base upon issue resolution, ensure Service Level Target adherence, and participate in on-call rotations.

Requirements

• Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience.
• Strong understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices.
• Ability to understand complex network topologies, NAT traversal, Firewalls, Information Security, and troubleshoot packet loss, delay, jitter, CODECs.
• Proficiency in troubleshooting complex systems.
• Excellent communication skills, both written and verbal, with exceptional interpersonal abilities.
• Ability to work comfortably in a fast-paced team environment, operating under pressure and hitting strict timelines.

Culture & Benefits

• Employees have the independence to make a larger impact and take ownership of their work.
• Team-oriented environment that emphasizes empathy, collaboration, and mutual support.
• Opportunity for continuous learning and enhancement of product knowledge through training.
• Company commitment to fairness in the workplace and equal opportunity.
• Support provided for reasonable accommodations during the application process.