Technical Support Engineer (Cloud)

TL;DR

Technical Support Engineer (Cloud): Provides hands-on technical support for customers using the hirify.global Cloud platform, investigating and resolving technical incidents related to cloud, voice, and networking components. Focus on structured troubleshooting, accurate documentation, and maintaining clear communication within defined SLAs.

Location: Remote from anywhere in Brazil or hybrid in São Paulo-SP

Company

hirify.global empowers organizations of all sizes with an AI-powered Experience Orchestration platform to improve customer and employee experiences.

What you will do

• Provide technical support to hirify.global Cloud customers via phone, email, chat, and screen-sharing sessions.
• Investigate, troubleshoot, and resolve incidents related to the hirify.global Cloud platform, including voice and networking scenarios.
• Own customer cases end to end, driving resolution and escalating to other teams only when necessary.
• Communicate clearly with customers, providing regular updates and setting expectations throughout the case lifecycle.
• Document issues, troubleshooting steps, analysis, customer interactions, and final resolutions in the case management system.
• Contribute to knowledge base articles, troubleshooting guides, and other support documentation.

Requirements

• 2+ years of experience in technical support, software development, or other relevant technical roles.
• Strong written and verbal communication skills, with the ability to interact effectively with customers.
• Professional proficiency in English and advanced proficiency in Spanish.
• Understanding of SIP, WebRTC, and VoIP concepts, with exposure to call quality troubleshooting and PCAP analysis.
• Knowledge of networking fundamentals, including network topologies, NAT traversal, firewalls, packet loss, delay, jitter, and audio CODECs.
• Ability to work effectively in a fast-paced, structured support environment with defined processes and timelines.

Nice to have

• Experience supporting or interacting with contact center technologies such as CTI, PBX, ACD, IVR, and CRM systems.
• Basic understanding of programming logic or scripting concepts used for troubleshooting, log analysis, or data interpretation.
• Exposure to analytics or reporting tools in a technical support or operations context.

Culture & Benefits

• Independence to make a larger impact on the company and take ownership of work.
• Emphasis on empathy and collaborative culture across a global team.
• Offers great benefits and perks similar to larger tech companies.
• Committed to fairness in the workplace and equal opportunity.
• Opportunities to stay up to date with hirify.global Cloud products, features, and releases.