Senior Customer Service Engineer (Contact Center)

Location: USA - Remote; support is provided during standard business hours, with occasional extended hours for critical customer concerns.

Company

hirify.global develops AI, cloud, and digital software for customer experience management, financial crime prevention, and public safety.

What you will do

• Provide customer support through phone, chat, email, and screen sharing.
• Build trusted relationships with new and existing customers and provide technical guidance.
• Own customer satisfaction by managing concerns, change requests, work orders, and service-related issues.
• Triage and troubleshoot reported issues and deliver timely resolutions.
• Coordinate with Technical Support, Professional Services, Product Management, Engineering, and other teams to progress issues within SLA targets.
• Monitor product usage, identify improvement opportunities, and help customers realize continued value from hirify.global solutions.

Requirements

• 5+ years of customer service experience supporting software solutions.
• 5+ years of contact center industry experience.
• 5+ years of college education or equivalent professional work experience.
• Strong understanding of contact center operations, business processes, and supporting software technologies.
• Demonstrated ability to collaborate effectively within a team environment.

Culture & Benefits

• Customer-facing role with a consultative approach to technical support.
• Collaboration across Technical Support, Professional Services, Product Management, Engineering, and other cross-functional teams.
• Support for customers throughout the full customer lifecycle.
• Work during standard business hours with occasional extended coverage for critical concerns.