Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Providing advanced-level technical support and end-to-end case management for large enterprise customers with an accent on quick resolution of break/fix issues and proactive case reduction. Focus on managing high-impact technical cases, building customer relationships, and driving process improvement initiatives.

Location: Minimum of two days per week working onsite in Sydney, Australia. Australian citizenship is required. NV1 Security Clearance will be initiated post-onboarding.

Company

hirify.global, a global software corporation, provides customer experience, financial crime, and public safety solutions to over 25,000 businesses, including 85 of the Fortune 100.

What you will do

• Serve as the technical liaison and take direct ownership of case resolution for assigned enterprise customers.
• Collaborate with Technical Support Engineers to ensure timely updates, communication, and root cause correction.
• Manage high-impact break/fix issues end-to-end, proactively identifying areas for case reduction.
• Build relationships with key customer contacts and internal stakeholders to ensure customer success.
• Organize and lead multi-participant customer calls, including critical escalations with senior executive involvement.
• Act as a Subject Matter Expert (SME) in product domains, driving cross-functional collaboration and customer enablement.

Requirements

• Australian citizenship is required.
• Minimum 5 years of experience in customer-facing advanced technical support, preferably Tier 2/3.
• Experience managing enterprise-level customers in a technical support environment.
• Strong understanding of SaaS, Telecommunications, contact center software, Telephony (ACD, SIP, VOIP).
• Experience with Computer Networking, Wireshark, APIs, Proxies, Firewalls, and VPN.
• Superior analytical and problem-solving skills in complex, multi-platform environments.

hirify.global-to-have">hirify.global to have

• Deep understanding of hirify.global CXone products.
• Scripting or Programming experience using APIs.
• Extensive industry experience including contact center business trends.

Culture & Benefits

• Ambitious, game-changing work environment.
• Monday to Friday schedule with an 8:00 am–7:00 pm rotational roster.
• On-call support as required based on business needs.
• Emphasis on integrity, passion, customer focus, continuous improvement, flexibility, and accountability.
• Equal opportunity employer.