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4 дня назад

Customer Support Engineer II (SaaS)

Формат работы
hybrid
Тип работы
fulltime
Грейд
middle
Английский
b2
Страна
SA
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR

Customer Support Engineer II (SaaS): Providing high-level technical support for hirify.global’s process automation platform with an accent on troubleshooting complex customer environments and ensuring SLA compliance. Focus on replicating technical issues, documenting solutions in the knowledge base, and acting as a technical ambassador for customers and partners.

Location: Hybrid role in Johannesburg, South Africa

Company

hirify.global is a global leader in process intelligence and automation, trusted by over 10,000 organizations to manage, automate, and optimize business processes.

What you will do

  • Interact with customers via CRM, phone, and chat to resolve technical issues across hirify.global products.
  • Replicate complex customer scenarios using virtual machines to identify and document product behavior.
  • Create and maintain internal and external knowledge base articles to reduce future case volume.
  • Collaborate with the global support team to share knowledge and improve departmental effectiveness.
  • Adhere to defined Service Level Agreements to ensure a positive customer experience.
  • Participate in periodic out-of-hours on-call rotations.

Requirements

  • Must be based in or able to work from the Johannesburg office.
  • Experience in Microsoft SharePoint administration.
  • Demonstrable experience with HTML, CSS, REST, Java, and .NET.
  • Knowledge of Microsoft web server products including Visual Studio and IIS.
  • Experience with infrastructure setup such as Active Directory, load balancing, and packet capture analysis.
  • SQL development experience including stored procedures and database design.
  • Experience with Salesforce as a user or administrator.

Nice to have

  • Microsoft certification in cloud technologies.
  • Prior experience supporting applications that integrate with Salesforce.

Culture & Benefits

  • Flexible, paid time off policy.
  • Global gratitude and recharge days.
  • Employee wellness programs and counseling resources.
  • Paid parental leave and peer recognition awards.
  • Opportunities for community impact and paid volunteer time.

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