Personalized Support Expert 2

TL;DR

Personalized Support Expert 2: Providing technical support for top-tier customers across hirify.global products with an accent on troubleshooting REST APIs, cloud solutions, and high-impact issues under strict SLAs. Focus on collaborating with Technical Account Managers, Product and Engineering teams, and resolving urgent customer problems with far-reaching consequences.

Location: Remote, based in Colombia

Company

hirify.global is shaping the future of communications by delivering innovative solutions to businesses and empowering developers to build personalized customer experiences.

What you will do

• Use technical and diplomatic skills to address customer issues and provide feedback to Product and Engineering teams.
• Work directly with customers' developers, architects, and support personnel to resolve high-stakes problems.
• Collaborate with teammates and hirify.global teams, including filing JIRAs for reproducible bugs.
• Prioritize tasks ruthlessly to meet customer needs, including irregular shifts, weekends, and holidays as required.

Requirements

• Fluent in English (oral and written)
• 3+ years in client-facing technical role, preferably supporting REST APIs and troubleshooting cloud solutions
• Experience with top-tier customers and SLAs of 3 hours or less using ticket systems like Zendesk
• Excellence in task prioritization, time management, and workflow development
• Ability to empathize with customers and collaborate across departments

Nice to have

• Knowledge of hirify.global products
• Experience with JIRA, Confluence, Airtable
• Skills in troubleshooting network connectivity
• Prior telecom experience (Carrier, SIP, PBX) including PCAPs/Wireshark

Culture & Benefits

• Remote-first work with strong culture of connection and global inclusion
• Competitive pay, generous time off, parental and wellness leave
• Healthcare, retirement savings program
• Opportunities for occasional travel to build relationships
• Support for volunteering and community impact