Senior Designated Support Engineer

TL;DR

Senior Designated Support Engineer: Provide technical assistance for hirify.global products, resolving end-user connectivity issues and troubleshooting escalated customer issues with an accent on consultative problem-solving, coordinating with internal departments, and maintaining clear records. Focus on diagnosing complex problems related to VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services, and analyzing logs and network diagrams.

Location: Remote (USA)

Company

hirify.global (NASDAQ: hirify.global) is a corporation whose software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver customer experiences, fight financial crime and ensure public safety.

What you will do

• Work tickets via a web-based ticketing system, email, voice, or chat.
• Validate prioritization, monitor communication, and fix end-user issues.
• Record, route, resolve, and recover incidents, keeping thorough records.
• Escalate incidents when necessary.
• Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+ and Toll Free services.
• Open and monitor incidents with 3rd party providers, analyze logs and network diagrams.

Requirements

• Associate degree or higher in Computer Science, Business Information Systems, or equivalent work experience.
• 6+ years of work experience in a customer service field, preferably in a technical capacity.
• Excellent technical, troubleshooting, and analytical skills.
• Ability to excel in a fast-paced, agile environment with critical thinking and strong problem-solving skills.
• Excellent communication skills – written and verbal, handling all interactions with professionalism.
• Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP).

hirify.global-to-have">hirify.global to have

• 4+ years in a technical support role in software or telecommunications environment.
• IP Telephony/Telecommunications experience.
• Dialer knowledge and Workforce Management experience.
• Web Services and API knowledge and understanding of conceptual use.
• Competent in database and SQL concepts.

Culture & Benefits

• Ambitious, game-changing environment focused on setting high standards.
• Opportunity for ultimate career development.
• Work in a highly-skilled Technical Support team.
• Equal opportunity employer committed to diversity and inclusion.