Support Engineer

TL;DR

Support Engineer (AI): Providing comprehensive technical support to enterprise customers for the hirify.global Platform with an accent on quick resolution, product expertise, and customer satisfaction. Focus on investigating and resolving product issues, managing support cases, and contributing to knowledge sharing while representing customer needs.

Location: Remote (must be able to work 2 - 11 pm Irish Standard Time)

Company

hirify.global is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX and helping businesses deliver secure, friction-free, and high-quality CX at scale.

What you will do

• Provide comprehensive technical support to enterprise customers for the hirify.global Platform.
• Manage and resolve support cases, ensuring customer satisfaction and timely resolution.
• Investigate and troubleshoot product, software, network, and hardware issues.
• Become a product expert and maintain up-to-date knowledge of hirify.global products.
• Represent customer needs to drive product direction and manage communications during incidents.
• Contribute to the Knowledge Center and improve support operations.

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, SIP/H323 VoIP, WebRTC, and ISDN signaling systems.
• Proficiency in scripting (shell, Python, JavaScript) and web technologies with debugging skills.
• Experience with call tracing using application logs, Wireshark, and carrier traces.
• Knowledge of Windows Server 2016+, Web API, automation, and REST API troubleshooting.
• Excellent analytical, troubleshooting, and communication skills.

Nice to have

• Experience with AWS cloud services.
• Familiarity with contact centers and agent software (e.g., Genesys Cloud, Amazon Connect).
• Knowledge of MS SQL Server 2016+ and QA methodologies.
• Familiarity with logging/monitoring tools (Elasticsearch, Splunk, Grafana).
• Experience with CRM/ticket systems (Zendesk, Salesforce, Jira).

Culture & Benefits

• Flexible work environment and competitive compensation.
• Results-oriented, fast-paced, and continuous improvement culture.
• Commitment to diversity, equity, inclusion, and belonging.
• Family-first, team-oriented, and positive atmosphere.
• Opportunity to work for a global, growing company with innovators.
• Values-driven culture: Deliver Excellence, Innovate Boldly, Integrity First, Embrace Curiosity.