Customer Support Specialist (Night Shift)

TL;DR

Customer Support Specialist (Night Shift) (Infrastructure/Cloud): Providing first-line technical support for cloud, CDN, and AI infrastructure with an accent on technical diagnostics and customer advocacy. Focus on resolving networking issues, handling multi-channel requests, and escalating complex incidents to higher support levels.

Location: Poland or Luxembourg (Remote, Hybrid, or Onsite options available)

Company

hirify.global is a global provider of infrastructure and software solutions for AI, cloud, network, and security, powering digital experiences through a vast edge network.

What you will do

• Handle first-line customer and internal requests via chat, email, and occasionally phone.
• Provide technical consultations regarding Cloud, CDN, Hosting, and AI services.
• Perform technical diagnostics to identify and resolve user incidents.
• Collect incident data and escalate complex issues to higher technical support levels.

Requirements

• 1+ year of experience in technical support.
• Solid networking knowledge, including TCP/IP, DNS, MAC addresses, ping, and traceroute.
• Proficiency in hardware and software diagnostics, such as reading system logs.
• English level B2 or higher.
• Must be based in Poland or Luxembourg.
• Strong problem-solving skills and ability to explain complex concepts simply.

Nice to have

• Experience with Cloud, CDN, or Hosting environments.
• Experience working with Linux and APIs.

Culture & Benefits

• Night shift schedule: two consecutive shifts (7 PM to 7 AM) followed by two days off.
• Flexible work arrangements: remote, hybrid, or office options.
• Private medical insurance for the employee and their family.
• Additional paid vacation and sick leave days.
• Language classes and allowances for birthdays and significant life events.
• Travel perk: option to work from anywhere in the world for up to 45 days per year.