Technical Support Engineer

TL;DR

Technical Support Engineer: Providing technical support to customers and partners, troubleshooting complex issues, and maintaining knowledge base articles with an accent on prompt resolution and effective communication. Focus on managing multiple support cases, adhering to SLAs, and collaborating with product and engineering teams.

Location: Remote (Canada)

Company

hirify.global is a pioneer in Hybrid ITAM and FinOps, providing award-winning, data-oriented SaaS solutions for technology value optimization, and is consistently recognized as an industry leader by Gartner, Forrester, and IDC.

What you will do

• Provide exceptional technical support to customers and partners via email, phone, and screen-shares.
• Respond to customers with professional updates within agreed Service Level Agreements (SLAs).
• Troubleshoot complex technical issues and provide timely resolution.
• Create, maintain, and publish articles for hirify.global’s Knowledge Base.
• Communicate effectively with Product Management and Engineering regarding defects and enhancement requests.
• Align working hours with hirify.global’s global customer base (APAC, EMEA, North America).

Requirements

• Passionate customer orientation and dedication.
• Strong analytical and problem-solving skills with intellectual curiosity and eagerness to learn new technologies.
• Excellent verbal, written, and listening English communication skills.
• Ability to handle multiple activities and prioritize based on customer SLAs, maintaining a sense of urgency.
• Experience with Windows and Unix/Linux operating systems.
• Experience with Oracle and MS SQL Server databases, SQL queries, and networking.
• Basic programming and scripting knowledge (e.g., PowerShell).

Nice to have

• Experience with IIS, Browser/Dev Tools, API, and REST calls.
• Understanding of Authentication technology and services (OAuth, SSO, IDPs, SAML).

Culture & Benefits

• Work in a superb team in a company recognized as an industry leader.
• Encouraged team success in a fast-paced environment.
• Commitment to Diversity, Equity, and Inclusion (DEI) fostering a welcoming environment.
• Consideration for qualified applicants regardless of various characteristics protected by law.
• Support for candidates requiring accommodations via email.