Cloud Frontline Support Specialist (Cybersecurity)

TL;DR

Cloud Frontline Support Specialist (Cybersecurity): Providing technical support, configuration, and troubleshooting for cyber protection software with an accent on customer experience and technical analysis. Focus on resolving software-related inquiries for MSPs and clients while coordinating with internal engineering teams.

Location: Bulgaria

Company

hirify.global is a global leader in cyber protection, delivering AI-powered unified platforms for cybersecurity and data protection.

What you will do

• Provide technical support and troubleshooting via email, phone, and chat for customers and MSPs.
• Perform technical analysis of customer problems and define effective resolution plans.
• Act as a liaison between customers and internal expert teams to resolve escalated cases.
• Manage the full case lifecycle, ensuring all communication and documents are accurately recorded.
• Maintain strong relationships with partners to ensure a best-in-class client experience.
• Meet and exceed KPIs related to customer satisfaction, productivity, and interaction quality.

Requirements

• Fluent English and German (Upper Intermediate minimum, both written and verbal).
• 1+ years of experience in a similar technical support role, preferably in Hosting or MSP business.
• Knowledge of Windows Server administration basics, including log and dump analysis.
• Ability to analyze technical issues and convey information effectively.
• Must be based in Bulgaria.

Nice to have

• Experience with Linux/UNIX basics and CLI.
• Knowledge of virtualization technologies such as VMware ESXi or Microsoft Hyper-V.
• Experience with business applications including MS Exchange, MS SQL, MySQL, or Oracle DB.

Culture & Benefits

• High-growth, fast-paced environment focused on innovation, accountability, and impact.
• Opportunity to work within a global team spanning 50+ countries.
• Corporate culture that encourages bold thinking and taking ownership of outcomes.
• Commitment to continuous improvement and resilience.

Hiring process

• Interviews are conducted without the use of AI tools or automated prompts to assess authentic skills.
• Employment offers are contingent upon successful completion of criminal, education, and identity background checks.