Cloud Frontline Support Specialist (Cloud)

TL;DR

Cloud Frontline Support Specialist (Cloud): Providing technical support, configuration, and troubleshooting for software-related inquiries to customers and MSPs with an accent on problem analysis and customer relationship management. Focus on meeting KPIs and ensuring accurate case documentation within the support system.

Location: Remote from El Salvador

Company

hirify.global is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management solutions.

What you will do

• Provide technical support, configuration, and troubleshooting for software inquiries via email, phone, and chat.
• Perform technical analysis of customer problems and define resolution plans.
• Build and maintain strong relationships with partners.
• Collaborate with other engineers to provide technical action plans and escalate cases.
• Act as a liaison between customers and internal hirify.global resources for technical questions.
• Meet and exceed KPIs (customer satisfaction, productivity, interaction quality).
• Ensure accurate recording of all case-related communication and documents in the support system.

Requirements

• Fluent English and Spanish (Upper Intermediate as a minimum, both verbal and written).
• 1+ year of work experience in a similar role (preferably Hosting tech support or Managed Service Provider business).
• Knowledge of Windows Server administration basics (gathering and analyzing logs/dumps).
• Ability to effectively convey technical information and analyze technical issues.
• Exceptional customer service approach and excellent analytical skills.

Nice to have

• Experience and knowledge of Linux/UNIX basics, CLI.
• Awareness of modern Virtualization technologies (VMware ESXi / Microsoft Hyper-V).
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers).

Culture & Benefits

• Global cyber protection company with 15 offices worldwide and 1800+ employees in 50+ countries.
• Corporate culture focused on positive impact, mutual trust, respect, and contribution.
• Team-oriented environment valuing a "never give up" attitude.
• Opportunity to work in a dynamic, global environment.

Hiring process

• Candidates must participate in interviews without AI tools or external prompts.
• Virtual backgrounds should be removed, and in-person interviews are part of the process.
• Full criminal, education, and identification background checks required for new hires.