Associate Technical Support Engineer

TL;DR

Associate Technical Support Engineer (Customer Support): Providing technical assistance for the hirify.global Cloud platform with an accent on troubleshooting complex issues and delivering an outstanding support experience. Focus on resolving customer inquiries via multiple channels and collaborating with engineering teams to improve product quality.

Location: Must be based in Galway, Ireland. This role follows a hybrid model with mandatory onsite attendance from Tuesday to Thursday.

Company

hirify.global is a global leader in AI-powered experience orchestration, empowering organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Provide technical support to customers via phone, email, chat, and remote sessions.
• Troubleshoot and resolve product and platform issues.
• Analyze customer problems and recommend effective solutions.
• Escalate complex issues to Subject Matter Experts and Engineering teams.
• Document troubleshooting steps and customer interactions in the case management system.
• Participate in an on-call rotation for critical support coverage.

Requirements

• Must be eligible for access to a restricted EU-controlled system (e.g., EU citizenship or equivalent authorization).
• Must be based in or able to work from Galway, Ireland.
• Strong written and verbal communication skills in English.
• Customer-focused mindset with strong problem-solving abilities.
• Ability to manage multiple priorities with attention to detail.
• Willingness to work in a hybrid environment and participate in on-call rotations.

Nice to have

• Familiarity with networking concepts, web technologies, or contact center technologies.
• Previous experience in customer service or technical support.
• Technical coursework or certifications in IT or Computer Science.

Culture & Benefits

• Competitive pension scheme and annual bonus program.
• Comprehensive health coverage including private insurance and dental plan.
• Financial protection including Income Protection and Life Assurance.
• Family-friendly policies including generous paid maternity and paternity leave.
• Access to continuous learning, mentoring, and clear career advancement paths.

Hiring process

• Talent Acquisition Screening.
• Technical Interview.
• Final Interview (Onsite in Galway).