Sr. Customer Support Engineer (Video Conferencing)

TL;DR

Sr. Customer Support Engineer (Video Conferencing): Providing high-touch technical support for enterprise video conferencing solutions with an accent on troubleshooting complex AV and software ecosystems. Focus on resolving root causes for Enterprise customers, partnering with ITDMs, and maintaining conference room stability.

Location: Cork, Ireland (Hybrid)

Company

hirify.global is a global leader in peripherals and video conferencing solutions, fostering a culture of collaboration and inclusivity.

What you will do

• Resolve technically complex support issues for video conferencing and AV products.
• Manage technical relationships with enterprise customers and their IT Decision Makers (ITDMs).
• Collaborate with product engineers to address bugs, compatibility issues, and root causes.
• Create and maintain knowledge base documentation and training materials for internal and external use.
• Deliver high-touch service via phone, email, and video calls to ensure SLAs are met.

Requirements

• Professional level proficiency in both English and Spanish (spoken and written).
• Must be based in the Cork, Ireland region.
• Expert knowledge of video conferencing, AV products, and computer networking.
• Advanced proficiency in Windows and Mac OS.
• Excellent working knowledge of Zoom, MS Teams, and Google Meet.
• Bachelor's degree in Computer or Electronic and Communication Engineering or equivalent experience.

Nice to have

• 3+ years of experience in technical support, with at least 2 years in videoconference (VC) troubleshooting.
• Experience providing remote technical support to Enterprise accounts.
• Familiarity with Android and iOS devices.
• Relevant technical certifications.

Culture & Benefits

• Hybrid work model providing flexibility between remote and on-premises work.
• Inclusive and diverse environment that celebrates individual differences.
• Comprehensive and competitive benefits packages tailored to location.
• Focus on holistic wellbeing, including physical, financial, emotional, and social health.