Technical Support Engineer - VTS

Location: Buffalo, NY, United States

Salary: USD $49,500–$79,200 per year

Company

hirify.global is a technology company serving the global information technology sales channel with products, cloud services, and the hirify.global Xvantage digital platform.

What you will do

• Provide phone and email support for billing and technical service requests from customers and resellers.
• Log issues, status updates, diagnoses, and resolutions in the internal tracking system.
• Troubleshoot cloud solutions including Symantec, Acronis, Dropbox, and Microsoft 365, identifying root causes such as software defects, misconfiguration, content issues, or end-user problems.
• Collaborate with engineering, development, product, customer-facing teams, and vendors to triage issues and drive resolution within operational level agreements.
• Monitor systems, acknowledge alerts within five minutes during working hours, and respond to service outages and performance degradation as an incident first responder.
• Improve service desk processes and operational efficiency while advocating for customer success.

Requirements

• Availability for weekends, after-hours work, and later shifts supporting a 24x7 business.
• High school diploma or equivalent; a secondary degree is preferred.
• At least two years of technical support or similar experience.
• Strong Microsoft 365 knowledge and experience troubleshooting SaaS cloud solutions.
• Experience with web servers and databases such as Apache, IIS, MySQL, MSSQL, and PostgreSQL; application protocols including DNS, HTTP, HTTPS/SSL, and FTP; and basic Linux environments.
• Professional communication skills with fluency in French and English, plus strong analytical, problem-solving, prioritization, and customer-service abilities.

Nice to have

• ITIL or Microsoft Azure certification.
• Hands-on experience with Azure, AWS, or GCP.
• Scripting experience with Bash, Python, PowerShell, or PHP, and knowledge of SQL.
• Exposure to Docker, Kubernetes, Jira, or Confluence.

Culture & Benefits

• Healthcare benefits, paid time off, parental leave, and wellbeing benefits for U.S.-based employees.
• 401(k) plan with company match, disability coverage, and basic life insurance.
• Potential merit increases, annual bonuses, sales incentives, and long-term incentives based on role and performance.
• Pre-employment drug testing and a post-offer background check are required.