Support Escalation Engineer (AI)

TL;DR

Senior Support Escalation Engineer (Software/AI): Delivering advanced technical support and troubleshooting for hirify.global software and services globally with an accent on incident investigation, resolution, and maintaining detailed product knowledge. Focus on managing critical incidents, collaborating with engineering teams, and contributing to the knowledge base for a SaaS customer base.

Location: Remote, USA

Company

hirify.global, the leader in remote connectivity software, harnesses cutting-edge technologies like Augmented Reality and Artificial Intelligence to push innovation and shape the future of digitalization.

What you will do

• Investigate and resolve customer incidents by replicating issues and collaborating with peers.
• Ensure customer incidents receive appropriate responses and activity throughout their lifecycle.
• Manage the timely resolution of critical incidents and maintain continuous customer communication.
• Develop and maintain detailed working knowledge of current and future hirify.global products and Microsoft technologies.
• Ensure customers are on the latest versions and patch levels, providing training and professional service offerings.
• Contribute to the hirify.global Support Knowledge Base and participate in the hirify.global User Community.

Requirements

• Deliver excellent customer and technical service experience for hirify.global products and services.
• Ability to self-learn, quickly absorb training, and adapt to changing processes.
• Strong technical knowledge in Microsoft Azure technologies, SCCM, Windows Server Enterprise environments, virtualisation technologies (HyperV), and IIS configuration/troubleshooting.
• Proficiency in T-SQL (basic queries) and scripting basics.
• Ability to work independently and effectively collaborate with others to achieve objectives.
• Influencing and collaboration skills to achieve objectives with other company departments.
• Work location: Remote, USA.

Culture & Benefits

• Competitive compensation and flexible PTO with paid holidays.
• 401(k) with employer matching.
• Comprehensive health insurance package including 100% employer-paid medical coverage.
• Up to 12 weeks of Parental Leave.
• 100% employer-paid Basic Life Insurance, Short-Term & Long-Term Disability.
• Quarterly team events, company-wide celebrations, and an open door policy.