Technical Support Expert 2

TL;DR

Technical Support Expert 2: Supporting customers' use of the hirify.global platform, helping them get the best experience from hirify.global’s products with an accent on troubleshooting and resolving complex problems. Focus on communicating complex technical issues and demonstrating dedication to the customer experience.

Location: Remote-Colombia

Company

hirify.global is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide.

What you will do

• Address customer issues and provide feedback to hirify.global’s Product and Engineering teams.
• Work with developers, architects, and support personnel to resolve complex problems.
• Troubleshoot and resolve Quality of Service (QoS) issues.
• Collaborate with teammates and the hirify.global Product and Engineering teams via Slack and JIRAs to report reproducible bugs.
• Review internal knowledge to stay current on industry shifts and standards.
• Assist your manager in process improvements by surfacing customer pain points.

Requirements

• 2+ years of Technical Support Experience or similar relevant experience
• Full-Stack Javascript Tech Support experience with capabilities to troubleshoot server-side code (bonus would be either of: Node.js, C# or Java or python) and client-side code (JavaScript). React.js is a bonus.
• A good understanding of OOP concepts
• Skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
• Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
• Excellent written and verbal communication skills.

Nice to have

• Bonus skills: Serverless (Lambda) experience, Expertise with both native and mobile applications, Having related experience in troubleshooting contact center products, Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Understanding of WebRTC is a plus.
• Experience working collaboratively with team members in different geographic locations and time zones.
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Ability to influence and build effective working relationships with all levels of the organization.
• Interest in utilizing customer feedback to identify and drive improvements in our products.

Culture & Benefits

• Competitive pay and generous time-off.
• Ample parental and wellness leave.
• Healthcare and a retirement savings program.
• Prioritize connection and opportunities to build relationships with each other.