Customer Support Engineer I

TL;DR

Customer Support Engineer (Cloud Applications): Providing remote technical support to global clients for hosted and on-premise solutions by managing customer incidents and collaborating with IT, operations, product development, and product management. Focus on troubleshooting multi-tier cloud applications, improving customer experience, and ensuring timely incident resolution.

Location: Sao Paulo, Brazil

Company

hirify.global is a leading global analytics software company, helping businesses in 100+ countries make better decisions.

What you will do

• Provide product and customer support for global clients.
• Manage customer incidents via telephone and cases, working with support, infrastructure, and product teams.
• Triage and escalate incidents in a timely manner according to standard operating procedures.
• Act as a liaison between engineering and consulting teams to resolve incidents.
• Improve the customer experience with a strong client focus and professional communication.

Requirements

• Bachelor’s degree in IT, Computer Science, or equivalent.
• Sound understanding of managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
• Good customer-facing skills to handle phone and emails of clients.
• Good understanding of enterprise-level application and infrastructure support.
• Good knowledge of cloud platforms and AWS concepts.
• Flexible to work primarily in shifts.

Culture & Benefits

• Inclusive culture reflecting core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
• Opportunity to make an impact and develop professionally through learning experiences.
• Competitive compensation, benefits, and rewards programs.
• Engaging, people-first work environment with work/life balance and social events.