Cloud Software Support Specialist (Latam)

TL;DR

Cloud Software Support Specialist (Latam): Providing technical support and troubleshooting software-related inquiries for customers and MSPs with an accent on technical analysis and problem resolution. Focus on building strong relationships with partners and exceeding KPIs for customer satisfaction and productivity.

Location: Remote (Brazil)

Company

hirify.global is a world leader in cyber protection, delivering natively integrated solutions that monitor, control, and protect the data that businesses and lives depend on.

What you will do

• Provide technical support, configuration, and troubleshooting via email, phone, and chat for customers and MSPs.
• Perform technical analysis of customer problems and define plans for resolution.
• Build and maintain strong relationships with partners.
• Interact daily with other engineers to provide technical action plans or take ownership of escalated cases.
• Act as a liaison between the customer and internal hirify.global resources.
• Ensure accurate recording of all relevant communication, documents, and files in the support system.

Requirements

• Fluent English (Upper Intermediate minimum, both verbal and written).
• Fluent Spanish or Portuguese (Upper Intermediate minimum, both verbal and written).
• 1+ years of experience in a similar role (preferably in Hosting tech support or Managed Service Provider business).
• Knowledge of Windows Server administration basics (gathering and analyzing Windows logs and dumps).
• Ability to convey technical information effectively 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 clusters).
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers).

Culture & Benefits

• Operate in a high-growth, fast-paced environment with a focus on innovation, accountability, and impact.
• Be part of a global “A-Team” that encourages bold thinking and challenges conventional approaches.
• Work in a culture that values resilience, adaptability, and a commitment to continuous improvement.