Support Specialist L1 (UCaaS)

TL;DR

Support Specialist L1 (UCaaS): Providing first-line technical support for partners of a global UCaaS platform with an accent on request triaging, service configuration, and initial troubleshooting. Focus on analyzing logs and traces to localize problems and coordinating with cross-functional teams for resolution.

Location: Remote (Ukraine)

Company

hirify.global is a global leader in Unified Communications & Collaboration as a Service (UCaaS) providing secure, AI-powered solutions for business connectivity.

What you will do

• Act as the primary point of contact for partner technical requests, ensuring professional handling and prioritization.
• Manage requests end-to-end, resolving first-line cases or routing them to the appropriate teams.
• Perform initial technical checks by reviewing logs and traces to pinpoint issue origins.
• Guide partners through service configuration and provisioning processes.
• Collaborate with internal teams and external vendors to resolve complex cases.
• Maintain and update technical documentation and best practices.

Requirements

• Minimum 1 year of experience in customer or technical support.
• Proficiency with CRM and ticketing tools.
• Analytical mindset with the ability to read logs and localize problems.
• Fluent English (written and spoken).
• Must be based in Ukraine.

Nice to have

• Familiarity with telecom services (DIDs, call forwarding, dial plans).
• Experience reading monitoring dashboards and logs to spot anomalies.
• Comfortable using AI tools for routine work such as drafts, summaries, and trace reviews.

Culture & Benefits

• Remote-first culture within a supportive, international team.
• Provision of top-tier hardware, including Mac.
• Generous time off and well-being support, including psychology sessions.
• Career growth opportunities within a stable and profitable company.

Hiring process

• Initial screening with the Talent Team to discuss background and motivations.
• Technical/Role-Specific Interview with the hiring manager to assess skills and fit.