Customer Support Specialist (NaaS)

TL;DR

Customer Support Specialist (NaaS): Providing technical support and troubleshooting for global network connectivity services with an accent on routing, switching, and BGP fundamentals. Focus on maintaining high SLA adherence, reducing ticket backlog, and resolving complex networking incidents.

Location: On-site in Sao Paulo, Brazil

Company

hirify.global is the global leader in Network as a Service (NaaS), transforming how businesses connect to the cloud and data centers.

What you will do

• Provide hands-on technical SME assistance and resolve complex networking issues for a global customer base.
• Manage ticket lifecycles via internal systems, ensuring strict SLA adherence and high-quality documentation.
• Collaborate with Network, Engineering, and Product teams to resolve faults and align on business goals.
• Coordinate customer-facing incidents end-to-end, from triage and escalation to post-incident reviews.
• Advocate for customers by converting feedback and recurring issues into prioritized improvement initiatives.

Requirements

• Proven experience in a support role within an ISP, data center, telecoms, or cloud connectivity organization.
• Strong knowledge of routing/switching basics, VLANs, BGP fundamentals, and troubleshooting methodologies.
• Must be based in Sao Paulo for on-site work.
• Excellent written and verbal communication skills to produce clear customer updates under pressure.
• Experience with fiber optic networks and associated fault domains.

Nice to have

• CCNA or JNCIA certification (or equivalent).
• Experience mentoring and coaching other team members.

Culture & Benefits

• Birthday leave and 5 days of paid study leave annually.
• Generous training allowance for professional development.
• Health and wellness programs, including mental well-being support.
• Recognition programs such as Legend and Kudos Awards.
• Collaborative, supportive environment with a strong engineering culture.