Product Support Engineer

TL;DR

Product Support Engineer: Provide technical support to enterprise customers for The Enterprise Browser, addressing inquiries and troubleshooting issues with an accent on integrations with network/security devices and OS systems. Focus on collaborating with development and QA teams, documenting solutions, and contributing feedback for product improvements.

Location: Sydney, Australia (onsite, full-time)

Company

hirify.global is a startup reinventing work for the modern enterprise with The Enterprise Browser, recognized as one of LinkedIn's Top Startups of 2024 in Dallas.

What you will do

• Provide technical support to enterprise customers via email, phone, and chat, addressing queries and issues promptly.
• Demonstrate deep product knowledge and integrations to deliver effective solutions and guidance.
• Collaborate with development and QA teams to resolve critical issues.
• Document interactions, solutions, and best practices for a knowledge base.
• Contribute product feedback from customer insights.
• Work independently, meeting SLAs, with ability to handle off-hours when needed.

Requirements

• 5+ years in support roles with enterprise customers
• 5+ years in troubleshooting and problem-solving
• 3+ years in startup/fast-paced environment
• In-depth knowledge of network/security devices (Okta, Zscaler, Siem)
• Expertise in Windows, Mac, and Linux OS
• Strong debugging for Windows apps and HTTP protocol
• 5+ years with IT tasks (VMs, environments)
• 5+ years with support tools (Confluence, Salesforce, Jira)
• 3+ years with log systems (Coralogix, Sentry)

Nice to have

• Bachelor's degree in Computer Science, Engineering, or related field