Senior Designated Support Engineer

TL;DR

Senior Designated Support Engineer (Customer Support): Providing expert technical assistance for complex application connectivity issues within the hirify.global product suite with an accent on diagnostics and incident resolution. Focus on managing escalated tickets, coordinating with cross-functional teams, and maintaining high service standards for enterprise-level clients.

Location: Remote (USA)

Company

hirify.global is a global leader in AI, cloud, and digital software, providing customer experience and financial crime solutions to over 25,000 businesses worldwide.

What you will do

• Resolve complex technical issues via web-based ticketing, email, voice, and chat.
• Validate, prioritize, and monitor the progress of end-user incidents through to resolution.
• Analyze logs, network diagrams, and telecommunications architecture to diagnose connectivity problems.
• Collaborate with internal specialist groups and external third-party providers for incident recovery.
• Maintain thorough documentation of all troubleshooting steps and actions taken.
• Participate in flexible schedules and on-call rotations to support global business needs.

Requirements

• 6+ years of work experience in a customer service field, preferably in a technical capacity.
• Understanding of network topology and telecommunications architecture, including PBX, Carriers, and VoIP.
• Ability to thrive in a fast-paced, agile environment with strong critical thinking and problem-solving skills.
• Excellent communication skills with the ability to interact professionally with internal and external clients.
• Must be based in the USA.

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

• 4+ years of technical support experience in software or telecommunications.
• Knowledge of Dialer systems and Workforce Management.
• Familiarity with Web Services, API concepts, and database/SQL queries.

Culture & Benefits

• Opportunity to work with an industry-leading global software company.
• Environment that prioritizes innovation and high-standard execution.
• Commitment to equal opportunity and a diverse, inclusive workplace.
• Collaborative team structure across a worldwide business network.