Senior Technical Support Engineer (Cloud)

TL;DR

Senior Technical Support Engineer (Cloud): Troubleshooting customer issues with a cloud platform on AWS with an accent on SIP, WebRTC, VoIP, networking, and contact center environments. Focus on providing accurate and creative technical solutions, documenting issues, and staying up-to-date with new products.

Location: Zurich, Switzerland. This position requires that the candidate selected be resident of Switzerland.

Company

hirify.global empowers over 8,000 organizations worldwide with an AI-powered Experience Orchestration platform to improve customer and employee experiences.

What you will do

• Interact with customers via various channels (case management, phone, email, chat, screen sessions).
• Provide accurate and creative technical solutions to user problems.
• Work with Subject Matter Experts for escalations.
• Document issues, steps taken, follow-ups, and resolutions.
• Create and contribute to knowledge base articles and troubleshooting guides.
• Stay updated with current and new hirify.global Cloud products and features.
• Participate in an on-call roster as necessary for after-hours support.

Requirements

• 2+ years of technical support, software development, or relevant experience.
• Strong written and verbal communication skills.
• Understanding of SIP, WebRTC, VoIP, PCap analysis, and call quality troubleshooting.
• Ability to understand complex network topologies, NAT traversal, Firewalls, and Information Security.
• Experience supporting contact center environments (CTI, PBX, ACD, IVR, CRM) and Web technologies (HTTP/XML/ASP/JSP).
• Bachelor’s degree in Computer Science or related technical discipline, or equal professional technical experience.
• Must be resident of Switzerland.

Culture & Benefits

• Authentic, transparent culture with employee-driven engagement.
• Global team with over 6,000 employees in 50+ countries.
• Fast-paced, high-performing team.
• Independence to make a larger impact and take ownership.
• Opportunities for continuous learning and new challenges.
• Work in a fun environment with a modern sensibility towards HR.