Senior Technical Support Engineer (IT Infrastructure)

TL;DR

Senior Technical Support Engineer (IT Infrastructure): Serving as the Asia regional Subject Matter Expert and highest technical escalation point for Avocent and Digital Solutions products with an accent on troubleshooting critical customer issues and post-launch stabilization. Focus on developing support processes, mentoring regional teams, and partnering with Engineering to ensure product supportability.

Location: Mandaluyong City, Philippines. Must be legally authorized to work in the United States (as stated in the work authorization section).

Company

hirify.global is a global provider of critical digital infrastructure and continuity solutions for data centers and communication networks.

What you will do

• Serve as the Asia regional SME and highest technical escalation point for Avocent, Digital Solutions, and Next Connect products.
• Lead investigation, troubleshooting, and resolution of critical customer and product issues.
• Support product introductions, startup activities, and post-launch stabilization across the Asia region.
• Partner with Product Management and Engineering to ensure product readiness and supportability.
• Develop and maintain support processes, escalation workflows, troubleshooting guides, and knowledge assets.
• Provide technical guidance, training, and mentoring to regional support teams.

Requirements

• Bachelor's degree in IT, Computer Engineering, Electronics & Communications Engineering, or a related field.
• 7+ years of experience in IT, software support, technical support, or data center operations.
• 3+ years of specific experience supporting Avocent products.
• Strong knowledge of networking, data center operations, IT infrastructure, SQL, and web applications.
• Legal authorization to work in the United States is required; sponsorship will not be provided.

Nice to have

• Relevant technical certifications from Microsoft, Cisco, or equivalent providers.

Culture & Benefits

• Equal opportunity employer promoting diversity across hiring, training, and compensation.
• Opportunity to lead regional initiatives and serve as a Subject Matter Expert.
• Collaborative environment working closely with global Product Management and Engineering teams.