Technical Support Engineer (Cove Backup)

TL;DR

Technical Support Engineer (Cove Backup): Diagnosing and resolving complex technical issues for hirify.global partners involving remote monitoring, asset tracking, and various security and backup solutions with an accent on server, network, and endpoint security troubleshooting. Focus on providing high-quality end-to-end support, collaborating cross-functionally, and maintaining deep product knowledge.

Location: Hybrid in Bonifacio Global City, Taguig City, Philippines (2-3 days a week in-hub collaboration).

Company

hirify.global is a product company focused on providing an end-to-end cyber resilience platform with AI-powered capabilities to help businesses manage, secure, and recover from cyberthreats.

What you will do

• Deliver a high-quality service and support to hirify.global partners via phone, email, and/or chat.
• Diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, and Mail Security.
• Redirect or escalate issues appropriately and maintain thorough and accurate documentation of cases.
• Prioritize incidents in the incident management system in line with Service and Experience Level Objectives.
• Maintain and continue to develop in-depth knowledge of hirify.global products and services.
• Provide 24/7 support with rotational weekends and holidays.

Requirements

• 2+ years’ experience in troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
• Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
• Understanding of security concepts, networking concepts and protocols: DNS, TCP/IP, HTTP, DHCP, VPN, firewall.
• 2+ years of experience in phone, email, and chat support with the ability to type 45-60 words per minute with high degree of accuracy is preferred.
• Partner-focused with ability to collaborate and a strong willingness to improve technical knowledge.

Nice to have

• Experience in one or more of the following scripting languages: Bash, PowerShell, Python.
• Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration and Backup Technologies.

Culture & Benefits

• Medical and dental insurance.
• Generous PTO and observed holidays, including 2 Paid VoluNteer Days per year.
• Employee Stock Purchase Program and pension with company contribution.
• Monthly grab & go onsite pantry allowance and monthly internet allowance.
• N-ablite Learning – custom learning experience as part of investment in you.
• Hybrid working model of 2-3 days a week in-hub collaboration.