Application Support Technician (ERP)

TL;DR

Application Support Technician (ERP): Providing technical support for cloud-based business management software with an accent on diagnostic troubleshooting and swarm collaboration. Focus on resolving complex technical issues involving code, data, and environment while ensuring high customer satisfaction.

Location: Remote (US) or ECI office location

Company

hirify.global provides industry-specific, cloud-based business management software for small and medium-sized businesses across manufacturing, distribution, and construction.

What you will do

• Provide frontline support via email, phone, and live chat to resolve customer software issues.
• Collaborate within a swarm support model to diagnose and resolve complex technical challenges efficiently.
• Leverage deep technical knowledge of ERP products to provide expert guidance and resolution.
• Work with cross-functional teams to address software defects and enhancement requests.
• Maintain thorough and empathetic follow-up with customers throughout the resolution process.

Requirements

• 4+ years of experience in software/application support; ERP or supply chain software experience is a bonus.
• Experience troubleshooting complex technical issues involving code, data, and environmental components.
• Must be based in the US.
• Strong verbal and written communication skills for both technical and non-technical stakeholders.
• Bachelor's degree in CS, IT, Engineering, Accounting, or 4 years of direct relevant experience.

Nice to have

• Experience with monitoring tools like Nagios, Splunk, or Datadog.
• Basic understanding of RESTful APIs and SOAP services.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
• Understanding of network protocols (TCP/IP, DNS, HTTP) and tools like Wireshark.
• Basic accounting knowledge and proficiency with Windows OS.

Culture & Benefits

• Competitive benefits focused on employee well-being.
• Paid volunteer time off.
• Recognized as a "Great Place to Work" for six consecutive years.
• Award-winning culture of creativity, innovation, and leadership.
• Emphasis on professional development and global team collaboration.