Product Support Engineer (VoIP)

TL;DR

Product Support Engineer (VoIP): Managing operational incident resolution and technical troubleshooting for global connectivity products with an accent on SIP signaling and API integration. Focus on optimizing customer self-service processes, managing complex multi-channel escalations, and ensuring high-quality technical communication within an EMEA-based team.

Location: Must be based in Ireland, Spain, Italy, Poland, Slovakia, or the United Kingdom. Working hours: Monday–Friday 9am–6pm UTC.

Company

hirify.global is an industry leader building a private, global, multi-cloud IP network and providing hyperlocal edge technology via intuitive APIs to modernize global connectivity.

What you will do

• Monitor and respond to operational pager alerts efficiently.
• Troubleshoot and resolve complex customer and vendor technical concerns.
• Liaise with engineering squads to resolve escalated technical cases.
• Improve customer self-service by developing better processes and documentation.

Requirements

• Must be based in Ireland, Spain, Italy, Poland, Slovakia, or the United Kingdom.
• Availability: Monday–Friday 9am–6pm UTC.
• Experience in a product support or application support role.
• Understanding of VoIP, SIP signaling protocols, or related telephony protocols.
• Familiarity with web technologies including APIs and SDKs.
• Strong interpersonal, communication, and problem-solving skills.

Nice to have

• Experience with open-source technologies such as Cassandra, Spark, or ElasticSearch.
• Experience with containerization and infrastructure tools like Docker and Kubernetes.
• Background in programming languages like Python, Java, Elixir, Scala, or Go.

Culture & Benefits

• Opportunities to contribute to an industry-shaping, profitable, and stable company.
• Emphasis on continuous learning and professional growth.
• Full-remote work environment within specified regions.
• Exposure to a modern, high-load technical stack including cloud-native tools.