Technical Support Engineer

TL;DR

Technical Support Engineer: Supporting large, complex Public Safety software clients by troubleshooting server and network issues with an accent on maintaining high customer satisfaction and minimizing escalations. Focus on detailed technical analysis, global customer interaction, and adherence to support processes.

Location: Hybrid (2 days in office, 3 days remote) in the USA

Company

hirify.global is a global corporation providing software products used by over 25,000 businesses, including Fortune 100 companies, focusing on AI, cloud, and digital solutions for customer experience, financial crime, and public safety.

What you will do

• Interface with large priority customer accounts.
• Collaborate with various hirify.global departments (Support and R&D) and global customers for end-to-end issue resolution.
• Maintain high customer satisfaction through frequent updates.
• Conduct thorough and detailed troubleshooting to provide quality support and minimize escalations.
• Be available during off-hours as per shift rotations for critical issues.
• Document all interactions related to service requests in the hirify.global Support System.
• Potentially travel to customer sites when required to resolve product issues.

Requirements

• Bachelor's degree in Computer Science / Software Engineering (or similar).
• 1-3+ years of experience in technical support.
• Experience as IT (Network and system) working on Server issues.
• Network troubleshooting skills (working with different tools).
• Experience in SQL database management.
• Experience in Azure.
• Customer support experience serving global customers.
• English: C1 (Excellent verbal and writing communication skills required).
• Ability to multitask, prioritize work, and remain focused under pressure.
• Ability to travel up to 25%.

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

• Experience with Grafana.
• Experience with ServiceNow.

Culture & Benefits

• Work in a hybrid model (2 days office, 3 days remote) for maximum flexibility.
• Gain exposure to executive leadership and the investment community.
• Be part of a collaborative and high-performing team.
• Work in a fast-paced, collaborative, and creative global company.
• Access endless internal career opportunities across multiple roles and domains.