Senior Technical Support Specialist

TL;DR

Senior Technical Support Specialist: Providing expert-level technical support for enterprise information management solutions with an accent on complex problem analysis, log diagnostics, and cross-functional collaboration. Focus on resolving critical client issues, mentoring team members, and ensuring system reliability within the APAC region.

Location: Must be an Australian Citizen or Permanent Resident

Company

hirify.global is a global leader in information management, driving digital transformation through AI-first, human-centered innovation.

What you will do

• Handle complex support inquiries from global clients, partners, and internal consultants.
• Utilize advanced diagnostic tools and log analysis to resolve technical issues in enterprise environments.
• Collaborate with engineering and product development teams to ensure product quality and supportability.
• Mentor team members and contribute to the maintenance of internal knowledge bases and technical documentation.
• Participate in 24x7x365 support coverage, including rotational on-call duties and shift work.
• Escalate critical issues to senior engineering teams and manage the delivery of patches and fixes.

Requirements

• Must be an Australian Citizen or Permanent Resident
• Minimum 5 years of experience in technical support or client-facing technical advisory roles.
• Hands-on experience troubleshooting Windows and Linux in enterprise environments.
• Strong understanding of enterprise software solutions and ITSM ticketing systems.
• Proven ability to diagnose complex issues using log analysis and troubleshooting tools.
• Bachelor’s degree in IT, Engineering, or equivalent practical experience.

Nice to have

• In-depth knowledge of networking protocols (TCP/IP, TLS/SSL) and web application servers (Tomcat, IIS).
• Experience with virtualization (VMware, Hyper-V) and containerization (Docker, Kubernetes).
• Proficiency in scripting languages such as PowerShell, Bash, or Python.
• Experience with database management (PostgreSQL, Oracle) and SQL querying.
• Understanding of security fundamentals including certificate management and server hardening.

Culture & Benefits

• Inclusive work environment committed to diversity and equal opportunity.
• Opportunities to work with world-leading companies on complex digital transformation projects.
• Collaborative culture focused on innovation and personal growth.
• Support for professional development and knowledge sharing across global teams.