Technical Support Engineer (Contact Center)

TL;DR

Technical Support Engineer (Contact Center): Providing technical assistance for complex contact center software solutions with an accent on troubleshooting network, telecommunications, and integration issues. Focus on maintaining high-quality support standards, managing incident lifecycles, and ensuring resolution within strict SLAs.

Location: Must be based in Sandy, UT (Hybrid: 2 days in office, 3 days remote).

Company

hirify.global is a global market leader in software solutions for customer experience, financial crime prevention, and public safety, serving 85 of the Fortune 100 corporations.

What you will do

• Provide technical support to customers via phone, chat, and email.
• Manage assigned incidents from initial report through to final resolution.
• Maintain clear and substantive communication with customers regarding case status and priority.
• Develop subject matter expertise in core contact center technologies.
• Ensure all case details are accurately captured in the incident management system.
• Collaborate with stakeholders to meet Service Level Agreement (SLA) targets.

Requirements

• Must be based in or able to work from Sandy, UT.
• 2+ years of experience in technical support for ISPs, networks, or business software.
• Knowledge of contact center software, telecommunications, or networking.
• Understanding of protocols like SIP, VoIP, TCP/IP, and HTTP.
• Experience with relational databases (MSSQL, Oracle, MySQL) and APIs.
• Strong analytical and problem-solving skills in complex, multi-platform environments.

Culture & Benefits

• hirify.global-FLEX hybrid model offering flexibility between office and remote work.
• Fast-paced, collaborative, and innovative global work environment.
• Endless internal career growth opportunities across multiple domains.
• Equal opportunity employer committed to diversity and inclusion.