Customer Support Engineer II

TL;DR

Customer Support Engineer II (Process Automation): Provide technical support for hirify.global products and customer environments with an accent on complex troubleshooting in SharePoint, SQL databases, and Microsoft server setups. Focus on replicating issues, escalating to development, customizing customer interactions, and building knowledge base articles to reduce future cases.

Location: Hybrid role in local hirify.global office (Johannesburg, South Africa)

Company

Global standard for process intelligence and automation trusted by over 10,000 organizations across 90 countries, including Amazon, Coca-Cola, and Microsoft.

What you will do

• Resolve technical issues via CRM, phone, or chat for customers and partners, meeting all SLAs.
• Perform advanced troubleshooting including SharePoint configuration, network load balancing, SQL layouts, scripting, and solution advice.
• Act as escalation point before development, assessing customer impact and prioritization.
• Replicate complex scenarios using virtual machines and document results for knowledge base.
• Manage cases for key enterprise customers, customize communication, and anticipate follow-up needs.
• Contribute to team success through meetings, knowledge sharing, and on-call rotations.

Requirements

• Bachelor’s in business, computer science or related field.
• At least 3 years in customer support with technical troubleshooting (enterprise apps, not helpdesk).
• Experience with Microsoft server environments (Windows admin, virtualization, AD/AAD/Entra, network, load balancing).
• Knowledge of SQL databases and administration.
• Experience administering/troubleshooting SharePoint (on-premise or online).
• Experience using/supporting workflow products in on-premise environments.

Nice to have

• Experience with K2.
• Experience with authentication technologies (Web services, OAuth, SCIM).
• Application development experience (JavaScript, .NET).

Culture & Benefits

• Hybrid working model blending at-home and in-office collaboration.
• Flexible paid time off policy, global gratitude and recharge days.
• Employee wellness programs, counseling, paid parental leave.
• Peer recognition, invention/patenting assistance, community impact opportunities.
• Intercultural learning, multiple learning tools, global community.