Technical Support Representative (Tier 3)

TL;DR

Technical Support Representative (Tier 3): Providing advanced technical assistance and application support for internal and external customers with an accent on database management, system configuration, and complex issue escalation. Focus on troubleshooting high-level network issues, performing software upgrades, and mentoring internal staff to ensure high customer satisfaction.

Location: Must be based in the United States

Company

hirify.global provides specialized software solutions and support services for various industries, focusing on asset management and operational efficiency.

What you will do

• Handle escalated technical support tickets from Tier 2, performing root cause analysis and resolution.
• Perform software installations and upgrades for both on-premise and hosted customer environments.
• Provide configuration support for third-party systems including Oracle, MSSQL, IIS, and ElasticSearch.
• Analyze log files and troubleshoot high-level network and database issues.
• Create and maintain knowledge base documentation for customers, internal staff, and AI tools.
• Mentor and train junior support staff to promote skill development and knowledge sharing.

Requirements

• Must be based in the United States
• Proven experience in technical support, specifically handling escalated issues.
• Proficiency with database systems including Oracle and MSSQL.
• Experience with web servers, mobile devices, and reporting tools like Crystal Reports.
• Ability to perform after-hours support on a rotating, scheduled basis.
• Strong communication skills for interacting with customers and cross-functional teams.

Culture & Benefits

• Opportunity for professional growth within a tiered support structure.
• Collaborative environment working with Customer Success Managers and development teams.
• Exposure to a wide range of enterprise technologies and software environments.
• Structured support for skill development and internal training.