Support Engineer - Tier 1

TL;DR

Support Engineer - Tier 1: Providing customer support and resolving product issues for hirify.global's IT operations platform with an accent on troubleshooting Windows and Mac. Focus on delivering high-quality customer service interactions and collaborating with cross-functional teams to improve product solutions.

Location: Remote within the USA, specifically in Florida or Texas. Hybrid options available in Austin, TX and Tampa, FL.

Company

hirify.global unifies IT to simplify work for more than 35,000 customers in 140+ countries.

What you will do

• Collaborate with cross-functional teams to resolve critical product issues and develop solutions.
• Create and deliver product and technology training to internal and external partner teams.
• Share knowledge of issues and resolutions by creating knowledge base articles.
• Work a set schedule with rotating on-call duties (1 weekend every ~2 months).
• Take initiative and provide prompt, accurate follow-up to tickets and support calls.

Requirements

• A Bachelor's degree in Computer Science and/or equivalent work experience.
• At least 2 years’ experience in a customer service or product support related position.
• Fluent in Windows troubleshooting.
• Fluent in Mac troubleshooting.
• Understanding of any virtualization platform and basic networking.
• Strong oral and verbal communication skills.
• Must be located in the USA and in FL or TX.
• This position is NOT eligible for Visa sponsorship.

Nice to have

• Previous experience with IT software.
• Experience with Linux troubleshooting.
• Experience with Zendesk or other ticketing systems.

Culture & Benefits

• Collaborative, kind, and curious community.
• Hybrid remote work options.
• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) plan.
• Unlimited PTO.
• Opportunity for growth and advancement.