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6 часов назад

Technical Support Engineer

Формат работы
remote (только Brazil)/hybrid
Тип работы
fulltime
Грейд
middle
Английский
b2
Страна
Brazil
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Мэтч & Сопровод

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Описание вакансии

Текст:
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TL;DR

Technical Support Engineer (hirify.global Cloud): Provide hands-on technical support for hirify.global Cloud customers by investigating and resolving cloud, voice, and networking incidents with structured troubleshooting and end-to-end case ownership. Focus on SLA-driven incident resolution, clear customer communication, and accurate documentation/knowledge sharing, including VoIP troubleshooting and PCAP analysis.

Location: Hybrid in São Paulo-SP or remotely from anywhere in Brazil

Company

hirify.global builds hirify.global Cloud, an AI-powered Experience Orchestration platform for customer and employee experience.

What you will do

  • Support hirify.global Cloud customers via phone, email, chat, and screen-sharing sessions.
  • Investigate, troubleshoot, and resolve incidents across cloud, voice, and networking scenarios.
  • Own customer cases end to end, escalating only when necessary.
  • Provide regular case updates and set expectations throughout the resolution lifecycle.
  • Document issues, troubleshooting steps, analysis, and final resolutions in the case management system.
  • Contribute to knowledge base articles and support documentation; stay current with product releases.

Requirements

  • Location: Must be based in Brazil (hybrid in São Paulo-SP or remote from anywhere in Brazil)
  • 2+ years of experience in technical support, software development, or other relevant technical roles.
  • Professional proficiency in English and advanced proficiency in Spanish.
  • Understanding of VoIP concepts, including call quality troubleshooting and PCAP analysis.
  • Knowledge of networking fundamentals (e.g., NAT traversal, firewalls, packet loss, delay, jitter) and audio CODECs.
  • Understanding of APIs and integrations, plus familiarity with UI and console logs.

Nice to have

  • Experience with contact center technologies (CTI, PBX, ACD, IVR, CRM systems).
  • Understanding of WFM and reports.
  • Basic programming logic or scripting concepts for troubleshooting and log analysis.
  • Exposure to analytics or reporting tools in a support/operations context.

Culture & Benefits

  • Hybrid or remote work options within Brazil.
  • Support environment with defined SLAs and structured processes.
  • Limited on-call rotation to cover incidents outside standard business hours.
  • Opportunity to contribute to knowledge base and improve support documentation.

Hiring process

  • Application review with an expected response within 24–48 hours.
  • Interviews and evaluation of technical support fit and communication skills.

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