Technical Support Analyst

TL;DR

Technical Support Analyst (Software/Web Technologies): Managing and resolving complex software and solution support issues for Objectif Lune product users with an accent on technical troubleshooting, impeccable customer service, and SLA compliance. Focus on replicating user issues, identifying technical problems, and documenting interventions for a diverse client base in EMEA.

Location: Remote, must be based in Romania

Company

hirify.global is an intelligence layer that unifies and contextualizes enterprise knowledge, content, and data to drive outcomes across customer experience and productivity.

What you will do

• Provide multi-level technical support via telephone, email, system portal, and forums.
• Troubleshoot and resolve complex software issues while adhering to SLAs and KPIs.
• Manage the full case life-cycle, from replicating issues to implementing and documenting solutions.
• Process software activations and provide expertise on best practices for software environment use.
• Maintain an in-depth knowledge of core product functionality, new features, and general updates.
• Collaborate with key internal departments to ensure high customer service standards.

Requirements

• Excellent command of French and English (written and verbal).
• Must be based in Romania and available to support customers in GMT+1.
• Must be available to work on standby after office hours and on weekends.
• Strong knowledge of Web Technologies (HTML, CSS, PHP, jQuery, NodeJS).
• Experience with ticket management software such as Zendesk, FreshDesk, or Jira.
• Proficiency with Windows Server OS and browser/network diagnostic tools.

Nice to have

• 1 year of experience in technical software support or equivalent university qualifications.
• Knowledge of JavaScript and Node-Red.
• Experience with WordPress and Microsoft Azure Cloud.
• Understanding of document composition and networking fundamentals.

Culture & Benefits

• Remote-first operating model supporting a global culture of growth and possibility.
• Flexible work schedule from Monday to Friday.
• Collaborative environment with smart, creative teams.
• Equal Employment Opportunity employer focusing on diversity and inclusion.