Cloud Managed Services Associate

TL;DR

Cloud Managed Services Associate: Supporting enterprise customers with Microsoft 365 cloud technologies, troubleshooting incidents, and maintaining system stability with an accent on Level 1 technical support and customer communication. Focus on resolving issues efficiently, escalating when necessary, and contributing to knowledge base and continuous improvement initiatives.

Location: Hybrid work in Sofia, Bulgaria with flexibility to work from anywhere and visit local office

Company

hirify.global is a global AI-powered software and cloud solutions provider operating in over 70 countries with a diverse team of 13,000+ professionals.

What you will do

• Deliver Level 1 technical support for Microsoft 365 cloud technologies during EMEA day shift.
• Troubleshoot and resolve customer issues efficiently under pressure.
• Drive incidents to resolution, escalating to higher levels when needed.
• Communicate clearly with customers about incident progress and service updates.
• Contribute to knowledge base articles and maintain technical documentation.
• Support continuous improvement and customer satisfaction initiatives.

Requirements

• Fluency in English and Italian
• Minimum 1 year experience in technical support or managed services.
• Strong knowledge of M365 core workloads: Exchange Online, SharePoint, OneDrive, Teams.
• Basic experience with security, networking, email integration, Intune/MDM, and desktop client interactions.
• Familiarity with Office 365 Security & Compliance and authentication protocols.
• Experience in ITIL-based, change-controlled environments.
• Ability to work effectively in fast-paced, customer-facing support role.

Culture & Benefits

• 26 days annual paid leave and paid sabbatical leave every 3 years.
• Multisport card, private health insurance, food vouchers, and WFH/transportation allowance.
• Flexible work policy allowing work from anywhere with local office visits.
• Training and development opportunities and employee stock option programs.
• Recognition programs such as President’s Club.