Technical Support Engineer

TL;DR

Technical Support Engineer: Providing technical support for hirify.global news production solutions (Media Central | Newsroom Management) and owning customer issues end to end with an accent on troubleshooting, SLA adherence, and clear communication. Focus on resolving complex customer challenges through command-line Linux skills, network understanding, and fast, creative problem solving.

Company

hirify.global provides news production solutions for professional broadcast customers.

What you will do

• Provide technical support for hirify.global news production solutions, mainly Media Central | Newsroom Management and related products, for professional broadcast customers and resellers.
• Manage support cases via web submissions and phone for emergency-level issues.
• Document troubleshooting analysis and the solutions found.
• Adhere to hirify.global contractual SLAs (Service Level Agreements).
• Act as the primary point of contact for customers and own issues from start to finish.

Requirements

• BA (hons) or BSc (Hons) in Computer Science, Engineering, Digital Media Production, Video and Streaming Technology, Film and Video Production (or similar).
• High computer literacy, including knowledge of Virtual Machines.
• Knowledge of Red Hat/CentOS/Ubuntu Linux distributions and confidence working with command-line OS/applications.
• Strong problem-solving skills and ability to think on your feet in challenging situations.
• Comfort taking initiative and researching responses when the exact answer is not immediately known.

Culture & Benefits

• Equal opportunity employer with a focus on diversity and inclusion.
• Customer-focused environment centered on resolving issues and exceeding expectations.
• Supportive team collaboration and resources for fast research and response.