Support Technician

TL;DR

Support Technician (hirify.global Range): Act as first responder for incident support tickets and phone calls, troubleshooting technical issues for customers and internal teams with an accent on gathering information, evaluating problems, and determining resolutions. Focus on collaborating with Tier 2/3 technicians, documenting solutions, automating recurring issues, and maintaining monitoring tools.

Location: Fully Remote (Japan)

Company

hirify.global develops tracing technology for golf ranges and TV broadcasts, used globally to gamify ranges and enhance tournaments.

What you will do

• Respond to support tickets and calls by troubleshooting issues, collaborating with other teams, resolving problems, and documenting thoroughly
• Improve processes by documenting recurring issues and automating solutions
• Work with Tier 2 and Tier 3 technicians using ITIL processes to resolve complex issues
• Maintain monitoring tools and alerting for 24/7 customer system support
• Progress along the career map by adding value to the team and business

Requirements

• Experience in technical or customer support environment
• IT field experience
• Knowledge of third-party tools like Slack and Datadog
• ITIL framework experience for issue investigation and resolution
• Strong communication skills to explain technical concepts to diverse audiences
• Customer service and troubleshooting skills in high-pressure environments

Culture & Benefits

• Culture driven by values: Caring, Courage, One Team, Fun, Excellence
• Global team focused on innovation in golf technology
• Opportunities for learning, growth, and career progression
• R&D office in Stockholm, Sweden