TL;DR

Middle Support Engineer: Resolving fan-related issues and ensuring a high-quality support experience for a music distribution platform. Focus on analyzing customer problems and escalating issues through the ticketing system to the relevant team.

Location: Remote

Company

%hirify_global% is a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges.

What you will do

Gain and maintain full knowledge of the company’s products and flows.
Proactively work with basic customer requests and report bugs.
Understand and analyze customers’ problems and find appropriate and acceptable solutions.
Take responsibility for customer support cases coming through the ticketing system.
Help solve problems directly or escalate issues through the ticketing system to the relevant team.

Requirements

Excellent English skills, both written and spoken
Experience in customer support
Proficiency in Microsoft Office
Basic technical and problem-solving skills
Strong communication skills and ability to work effectively in a team
Service-oriented approach

Nice to have

Experience in technical support will be a plus
Experience with Jira, Confluence, Zendesk, Freshdesk, or similar systems will be a plus

Culture & Benefits

Work alongside top professionals in a friendly, open-door environment
Take on large-scale projects with a global impact and expand your expertise
Boost your skills with internal events, Udemy access, language courses, and company-paid certifications
Explore diverse domains through internal mobility
Enjoy radical flexibility – work remotely or from an office, your choice
Company-paid medical insurance, mental health support, and financial & legal consultations