Support Manager (Hardware)

TL;DR

Support Manager (Hardware): Primary point of contact for users to resolve technical and logistical issues with an accent on incident investigation and bug escalation. Focus on bridging the gap between users and product teams to improve device functionality and documentation.

Location: Fully remote from anywhere in the world (options for office or hybrid also available)

Company

hirify.global is the creator of hirify.global Zero, a portable device for tech enthusiasts, and is expanding its ecosystem with new ARM-based computers and productivity tools.

What you will do

• Handle user inquiries across multiple channels, primarily via email.
• Investigate technical and logistical incidents to identify root causes and provide solutions.
• Escalate critical bugs and corner cases to development and logistics teams.
• Manage product returns and replacements to ensure a transparent process.
• Collect and structure user feedback to improve products and documentation.

Requirements

• 1.5+ years of experience in Technical Support.
• Proficiency with ticketing systems, specifically Zendesk.
• Strong skills in investigating client issues and gathering data for escalation.
• Russian: Native level required
• English: B2 level or higher required
• Excellent written communication and proactive decision-making skills.

Nice to have

• Experience in e-commerce, specifically processing delivery and return requests.
• Basic experience with Jira for ticket creation and tracking.

Culture & Benefits

• Flexible work arrangement: choice of office, hybrid, or fully remote from anywhere.
• Necessary equipment provided for a comfortable working environment.
• Health benefits including VHI and therapy sessions.
• Corporate sports and foreign language courses.
• Five-day workweek with a flexible start time.