Technical Support Specialist (API/Webhooks)

TL;DR

Technical Support Specialist (API/Webhooks): Solving complex technical and operational questions for hirify.global's global customers with an accent on handling issues related to various platforms, operating systems, applications, integrations, and calling features. Focus on diagnosing, understanding, and resolving systemic issues, improving support processes, and providing expert technical assistance.

Location: Remote in the U.S., with working hours of 9-6 pm EST or equivalent.

Salary: $70,000–$76,000 a year

Company

hirify.global is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide.

What you will do

• Receive and respond to escalated customer cases regarding technical and functional questions or issues.
• Handle complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, and caller ID.
• Assist and train the Frontline Support team on specific topics and internal documentation.
• Work closely with developers and product management to diagnose, understand, and resolve issues.
• Take ownership with internal and external stakeholders to define and resolve systemic issues, suggest product enhancements, and implement process improvements.
• Monitor Customer Support metrics to proactively identify trends and recurring issues, ensuring high levels of satisfaction.

Requirements

• Aptitude for understanding and providing excellent customer service, including clear communication, problem-solving, and technical writing skills in English.
• Good organizational skills and ability to manage multiple issues simultaneously in a fast-paced, changing environment.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Basic understanding of telephony routing, including IVR, ACD, and DTMF, and foundational understanding of the OSI model.
• Experience using and managing ticket-based enterprise workflow management systems, applying ITIL concepts, with familiarity with Zendesk and JIRA.
• Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS) and ability to read, parse, and manipulate XML, EDI, and CSV.
• Familiarity with logging tools such as DataDog, reporting tools such as Looker, and API knowledge using Postman, SOAPui, and Webhooks.
• Browser developer console troubleshooting, basic understanding of HTML, and comfortable with SQL.
• Experience with CRM tools such as Salesforce, Hubspot, and Zoho.

Culture & Benefits

• Key moment to join hirify.global in terms of growth and opportunities.
• Emphasis on work-life balance for employees.
• Fast-learning environment with an entrepreneurial and strong team spirit.
• Diverse and multicultural team with 45+ nationalities.
• Competitive salary package and benefits.
• Strong commitment to diversity, equity, and inclusion.