Product Support Engineer

TL;DR

Product Support Engineer: Providing technical assistance and support to customers by diagnosing and troubleshooting technical issues with an accent on identifying and implementing solutions. Focus on providing education and training to customers on the use of products and services.

Location: Remote (Australia)

Company

hirify.global software products are used by 25,000+ global businesses to deliver extraordinary customer experiences, fight financial crime and ensure public safety.

What you will do

• Act as the initial point of contact for customer issues, providing timely and effective assistance.
• Track, document, and route issues to the appropriate teams for fast and accurate resolution.
• Guide customers through troubleshooting with professionalism and empathy, exceeding expectations at every step.
• Maintain thorough records of customer interactions, issue resolutions, and follow-ups for continuous improvement.
• Work closely with the engineering team to enhance product functionality and resolve recurring technical issues.
• Develop and maintain internal support tools to improve efficiency and customer experience.

Requirements

• 3+ years of experience as a Product Support Engineer or in a similar technical support role.
• Hands-on experience with Windows and Linux, with a solid understanding of computer systems, software, and technical products.
• Strong familiarity with software development concepts, databases, and system design.
• Understanding of customer service best practices, with a proactive and solutions-driven approach to support.
• Ability to provide clear, step-by-step technical assistance in both written and verbal formats.
• Strong problem-solving abilities with a keen eye for diagnosing and resolving technical issues efficiently.

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• Experience with cloud-based technologies and familiarity with basic programming languages.

Culture & Benefits

• Ambitious and game-changing environment.
• Opportunity for career growth.
• Equal opportunity employer.