Middle NOC Engineer

TL;DR

Middle NOC Engineer: Providing first-level technical support, preliminary investigation, and customer issue management with an accent on troubleshooting client problems, combining monitoring functions, and managing case schedules. Focus on efficient response, thorough documentation, and collaborative problem-solving across various internal teams.

Location: Ukraine, Remote

Company

hirify.global is a custom product engineering company that supports multinational organizations and scaling startups in solving complex business challenges.

What you will do

• Provide first-level technical support and preliminary investigation for customer issues and service requests.
• Manage and track customer issues, troubleshooting primarily through frontal sessions.
• Respond to escalated technical issues surrounding the platform via web portal, telephone, and email.
• Interface directly with customers at different stages of problem resolution and collaborate with other technical support staff, QA, development, and the Account Team.
• Manage your own schedule of cases, determining priority levels and setting customer expectations.
• Thoroughly document all issues and contribute to the development of knowledge base content.

Requirements

• 2+ years of experience in IT, Enterprise/Datacenter software or SaaS solutions support.
• Knowledge of TCP/IP, DNS, and other networking concepts.
• Strong ability to research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• Willingness to work flexible hours to help cover different time zones.
• Excellent English, both written and speaking skills are required.
• Experience with Jira, Confluence, and Salesforce.

Nice to have

• Experience with virtualization technology (VMWare/Hyper-V/Azure/AWS) and networking (troubleshooting, setup, configuration).

Culture & Benefits

• Work alongside top professionals in a friendly, open-door environment with opportunities for global impact projects.
• Access tailored learning through internal events, Udemy, language courses, and company-paid certifications.
• Explore diverse domains via internal mobility and gain hands-on experience with cutting-edge technologies.
• Enjoy radical flexibility to work remotely or from an office.
• Receive company-paid medical insurance, mental health support, and financial & legal consultations.
• Be part of a One Team culture that values collaboration and progress.