Senior Customer Support Engineer (Video Conferencing)

Location: Cork, Ireland

Company

hirify.global develops products and solutions that support collaboration, learning, productivity, and continuity for organizations.

What you will do

• Troubleshoot and resolve technically complex support issues involving video conferencing solutions and enterprise software.
• Support customers by phone, email, and video calls, including proactive follow-up and expectation management.
• Maintain the technical relationship with enterprise customers and help keep conference room environments operational.
• Work with leadership, stakeholders, and product engineers on bugs, compatibility issues, and unresolved technical problems.
• Identify trends and new issues, and contribute to knowledge base documentation and training materials.
• Handle non-escalated support contacts when needed to meet service-level commitments.

Requirements

• Expert knowledge of video conferencing and AV products.
• Advanced knowledge of Windows, macOS, computer networking, and operating systems.
• Strong working knowledge of Zoom, Microsoft Teams, Google Meet, Microsoft 365, Exchange, Azure AD, and SSO.
• Ability to learn new technologies quickly and troubleshoot complex technical issues in collaboration with engineers.
• Excellent communication, interpersonal, and customer service skills.
• Professional-level spoken and written English and native Spanish.

Nice to have

• At least 3 years of technical support experience, including 2 years of video conferencing troubleshooting.
• At least 2 years of remote technical support experience.
• Experience providing high-touch support to enterprise accounts.
• Familiarity with Android-based devices and iOS devices.
• A bachelor's degree in computer, electronic, or communications engineering, or equivalent experience; technical certifications are beneficial.

Culture & Benefits

• Full-time employment in a flexible and inclusive working environment.
• Opportunities for career development and initiative.
• Comprehensive benefits packages that vary by location.
• Support for physical, financial, emotional, intellectual, and social wellbeing.