Cloud Frontline Support Specialist

TL;DR

Cloud Frontline Support Specialist (Cybersecurity): Providing technical support, configuration, and troubleshooting for cloud software products with an accent on customer issue resolution and partner relationship management. Focus on analyzing technical problems, collaborating with expert teams, and maintaining high customer satisfaction.

Location: Remote from Morocco

Company

hirify.global is a global leader in cyber protection, offering an all-in-one cyber protection platform with over 1800 employees worldwide.

What you will do

• Provide technical support and troubleshooting via email, phone, and chat for customers and MSPs
• Analyze customer problems and define resolution plans
• Build and maintain strong relationships with partners
• Collaborate with expert teams and escalate cases as needed
• Ensure accurate documentation of all case-related communication
• Meet and exceed KPIs related to customer satisfaction and productivity

Requirements

• Fluent English and Spanish (Upper Intermediate minimum)
• 1+ years experience in similar technical support roles
• Knowledge of Windows Server administration basics and log analysis
• Strong analytical and customer service skills
• Ability to convey technical information effectively

Nice to have

• Experience with Linux/UNIX basics and CLI
• Knowledge of virtualization technologies (VMware ESXi, Microsoft Hyper-V)
• Experience with business applications like MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp

Culture & Benefits

• Global, innovative, and fast-paced work environment
• Encouragement of ownership, bold thinking, and continuous improvement
• Equal opportunity employer with inclusive culture

Hiring process

• Interviews without AI or third-party assistance to assess skills and communication
• Possible technical and cultural fit evaluations
• Employment contingent on background checks