Technical Support Engineer

TL;DR

Technical Support Engineer: Providing first-line technical support for the hirify.global platform, diagnosing issues, and delivering timely resolutions with an accent on root cause analysis and customer satisfaction. Focus on maintaining a deep understanding of the platform, collaborating with engineering, and staying updated on technical trends.

Location: Remote (United States)

Company

hirify.global is passionate about creating better work experiences for people everywhere with a flexible work culture.

What you will do

• Provide first-line technical support to hirify.global customers via phone, email, chat, and remote sessions.
• Actively listen to customer concerns, diagnose issues, and deliver clear and timely resolutions.
• Conduct thorough root cause analysis to identify and address underlying technical problems.
• Document technical interactions, solutions, and escalations for future reference and knowledge sharing.
• Collaborate with internal Engineering and Product teams to ensure seamless issue resolution and product improvement.
• Maintain a deep understanding of the hirify.global platform, its features, and functionalities.

Requirements

• Minimum 1-2 years of experience in a technical support role or related field.
• Strong understanding of networking concepts, including TCP/IP, firewalls, and ports.
• Experience troubleshooting software applications, preferably in a SaaS environment.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• A passion for customer service and a commitment to exceeding expectations.
• Proficiency in technical documentation and knowledge base creation.

Nice to have

• Experience with scripting languages (e.g., Java, PowerShell).
• Knowledge of SQL, MongoDb, MySQL databases.
• Experience with cloud platforms (e.g., Microsoft Azure, Salesforce, Power BI, Tableau).

Culture & Benefits

• Flexible work schedules and remote work opportunities.
• Competitive salaries, medical, dental, and vision coverage (for US-based team members).
• Disability coverage, employer paid life insurance, and mental health resources.
• 401(k) plan and a fully paid parental leave program.
• Generous PTO and paid company holidays.
• hirify.global Quiet Fridays with no non-essential internal meetings scheduled.