Technical Support Consultant

TL;DR

Technical Support Consultant: Providing front-line technical support to customers via chats, emails, and calls with an accent on rapid troubleshooting, API and data model analysis, and documentation. Focus on diagnosing critical failures, inspecting web applications, and leveraging support technologies like Twilio, Google Log Explorer, and Azure Logs.

Location: Fully remote, with a fixed schedule (Monday-Friday, 10 AM - 7 PM, GMT-3).

Salary: Compensation in USD.

Company

hirify.global is a global Support-as-a-Service leader partnering with tech companies and industry leaders to deliver secure customer and technical support across diverse industries.

What you will do

• Provide front-line technical support to customers via chats, emails, and calls.
• Handle multiple concurrent chat sessions efficiently.
• Synthesize customer issues into clear reports for tier 2 support when necessary.
• Leverage tools such as Twilio, Google Log Explorer, and Azure Logs to troubleshoot issues.
• Analyze APIs and data models to detect incorrect values, and inspect web applications including browser console logs and HTTP status codes.
• Develop and maintain support documentation, FAQs, and training materials.
• Participate in QA and bug management processes.
• Maintain deep understanding of client solutions and meet KPI.

Requirements

• Excellent English communication skills (C1-C2 level required).
• Experience troubleshooting web applications and understanding APIs and data models.
• Ability to quickly analyze logs, system behavior, and technical issues.
• Knowledge of HTTP status codes and browser developer tools.
• Familiarity with support technologies like Twilio, Google Log Explorer, and Azure Logs.
• Strong analytical thinking and research skills.
• Positive, proactive and responsible attitude.
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Culture & Benefits

• Fixed schedule (Monday-Friday, 10 AM - 7 PM, GMT-3).
• Opportunity to cooperate fully remotely in an inclusive international environment.
• Compensation in USD and rewards for referring friends.
• Balance between project workload and personal time, and internal health policy.
• Responsive leadership interested in your development and long-lasting cooperation.
• A culture built on trust, with no time-tracking requirements.