Technical Support Engineer

TL;DR

Technical Support Engineer: Providing technical support by troubleshooting hirify.global customers issues related to software, OS, and network related issues for Windows Server and Linux based digital media players with an accent on multitasking and prioritizing needs in a dynamic environment while documenting activities in Salesforce. Focus on communicating effectively to a diverse client base of large and small customers of varying technical abilities.

Location: Remote (Must be based in the United States)

Company

hirify.global creates better work experiences for people everywhere.

What you will do

• Provide first response and technical support for issue resolution via email and remote sessions.
• Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.
• Escalate cases requiring advanced technical skill.
• Advise customers on network related requirements - including firewalls ports & basic TCP/IP settings when appropriate.
• Serve as the client’s subject matter expert for the hirify.global platform and app.
• Stay organized and document all customer interactions using company CRM (Salesforce) and related tools.

Requirements

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure.
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments.
• Working knowledge of databases such as SQL or MySQL.
• Understanding of TCP/IP networking, DNS and proxies is a plus.
• Excellent written and verbal communication.
• Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred.

Nice to have

• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired.
• Basic experience with graphic design and/or video editing suites is not required, but a plus.
• Working knowledge of JIRA and Salesforce preferred.

Culture & Benefits

• Generous PTO.
• Flexible work schedules.
• Remote work opportunities.
• Paid company holidays.
• hirify.global Quiet Fridays (No non-essential internal meetings scheduled).
• A casual dress work environment.