Support Engineer

TL;DR

Support Engineer: Providing technical support to enterprise customers, serving as their trusted advisor and ensuring their success with the hirify.global Platform. Focus on fast resolution of inbound requests and maintaining customer-facing content in our Knowledge Center.

Location: Remote

Company

hirify.global is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX.

What you will do

• Create great experiences for customers when they need help, and build strong relationships.
• Manage support cases to enable fast resolution of inbound requests, while delivering quality work and meeting customers’ expectations.
• Contribute to and maintain internal and customer-facing content in our Knowledge Center.
• Investigate issues in the product and partner closely with engineering to fix them.
• Manage internal and customer-facing communications in the event of outages or incidents.
• Support and take ownership of ad-hoc projects to develop the capabilities of the Customer Support team.

Requirements

• BS in Computer Science or related field, or equivalent experience
• Minimum 1 year of experience supporting complex software products (VoIP, IVR, Genesys, Avaya, Cisco, Nortel PBXs)
• Strong knowledge of network fundamentals and protocols
• Expertise in SIP/H323 VoIP, WebRTC, and/or ISDN signaling systems
• Understanding of web technologies and internet security standards, web debugging skills across multiple browsers using Developer Tools
• Scripting abilities (shell, Python, JavaScript)
• Excellent analytical, troubleshooting, and communication skills

Nice to have

• Understanding of CTI
• Experience with AWS cloud services
• Familiarity with contact centers and agent software (Genesys Cloud, Cisco Finesse, NICE CXone, Amazon Connect)
• Experience with MS SQL Server 2016+ (running queries, using SQL Management Studio)
• Familiarity with Elasticsearch, Sumologic, Splunk, Grafana

Culture & Benefits

• Enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement.
• Work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers.
• Chance to work for a global, growing company, and an all-inclusive team of innovators.