Level 1 Support Engineer

TL;DR

Level 1 Support Engineer: Acting as the primary point of contact for retail and commerce platform customers with an accent on troubleshooting hardware, software, and cloud-based service issues. Focus on maintaining high service standards, documenting incidents in ITSM, and collaborating across support tiers to ensure timely resolution.

Location: Belgrade, Serbia (Onsite)

Company

hirify.global is a global leader in unified commerce, providing intelligent platforms and payment solutions for the retail and restaurant industries.

What you will do

• Serve as the primary point of contact for customers, managing incidents from intake to resolution.
• Perform technical troubleshooting across hardware, software, and cloud services.
• Document all troubleshooting steps and resolutions accurately within the ITSM system.
• Collaborate with Level 2 and Level 3 teams to escalate complex issues and ensure continuity.
• Maintain high customer satisfaction by providing clear communication and progress updates.
• Participate in continuous improvement initiatives and knowledge sharing within the team.

Requirements

• High School diploma or equivalent required.
• Strong written and verbal communication skills in English.
• Basic technical knowledge and experience with Windows operating systems.
• Ability to work in a structured, process-driven support environment.
• Strong organizational skills and attention to detail.

Nice to have

• Experience with Linux environments.
• Previous experience in a service desk or customer support role.
• Proficiency in French or German.

Culture & Benefits

• Structured career progression model with opportunities for vertical and horizontal movement.
• Comprehensive training provided for all supported products.
• Strong culture of internal promotion and professional development.
• Collaborative, team-oriented work environment.