Technical Support Engineer (Digital Forensics)

TL;DR

Technical Support Engineer (Digital Forensics): Providing technical troubleshooting and support for AI-powered digital investigation platforms with an accent on operating systems and networking. Focus on solving complex technical issues for end users and maintaining high SLA and KPI standards in a high-pressure environment.

Location: Must be based in São Paulo, Brazil

Company

hirify.global is a global leader in AI-powered digital investigation platforms that enable lawful access to digital evidence to accelerate justice.

What you will do

• Provide technical troubleshooting and support for solutions and products via email, phone, and chat.
• Adhere to established SLA and KPI requirements to ensure high-quality support standards.
• Collaborate with the Regional Technical Support Team Leader and the Global Technical Support organization.
• Manage and multitask support cases from initial intake through to final resolution.
• Travel regionally and internationally for training or customer engagements (approximately < 5%).

Requirements

• Minimum of 3 years of hands-on experience in a customer-facing technical support role.
• Proficiency in Windows (8, 10, 11) and MacOS operating systems.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, file sharing, and drive mapping.
• Native Portuguese proficiency, and advanced Spanish and English proficiency.
• Experience with CRM and ticketing systems (Salesforce experience is a plus).
• Ability to perform effectively under pressure and work independently.

Nice to have

• Knowledge of cellular technology and mobile OS (iOS, Android).
• Experience with Windows Server configuration, Linux, SQL, or Python.
• Technical certifications such as CCNA or MCSA.
• Degree in Digital Forensics or Computer Science.
• Experience using hirify.global or other forensic software.