Tier 3 Tech Support Engineer (Video Conferencing)

TL;DR

Tier 3 Tech Support Engineer (Video Conferencing): Resolving high-complexity enterprise support issues and escalations with an accent on video conferencing and AV solutions. Focus on addressing critical technical bugs, providing white-glove assistance for VIP users, and collaborating with engineering teams to ensure system reliability.

Location: Must be based in Cork, Ireland, with a mandatory on-site presence at least 3 days a week.

Company

hirify.global is a global hardware and software product company dedicated to enhancing digital experiences through innovative collaboration and peripheral solutions.

What you will do

• Resolve technically-complex enterprise support issues as the first point of contact or escalation.
• Provide white-glove remote assistance for VIP users during product setup and advanced troubleshooting.
• Collaborate with department leadership to address bugs, technical compatibility, and systemic product issues.
• Document technical insights to improve internal and external support content.
• Monitor trends and report feedback on new technical issues to stakeholders.
• Handle standard support tickets periodically to maintain department service level targets.

Requirements

• Expert knowledge of video conferencing and AV hardware/software ecosystems.
• Advanced proficiency in Microsoft Teams, Zoom, and Google Meets deployments.
• Strong technical background in PC troubleshooting, operating systems, and computer networking.
• Familiarity with non-cellular Android-based devices.
• Demonstrated experience managing complex technical escalations.
• Must be able to work on-site in Cork, Ireland, 3 days a week.

Culture & Benefits

• Collaborative and inclusive global team environment.
• Comprehensive health and wellness benefits tailored to local requirements.
• Emphasis on physical, emotional, and social wellbeing.
• Supportive culture that encourages flexible working practices.