Technical Support Engineer (Digital Forensics)

TL;DR

Technical Support Engineer (Digital Forensics): Providing technical support for an AI-powered digital investigation platform with an accent on troubleshooting software issues and ensuring customer satisfaction. Focus on resolving complex technical cases for Americas customers and optimizing system performance across Windows and networking environments.

Location: Remote (must be in Pacific Time zone) or Hybrid (Morristown, NJ)

Company

hirify.global is an AI-powered digital investigation platform that helps global customers protect and save lives by accelerating justice through digital evidence collection and analysis.

What you will do

• Troubleshoot and resolve technical issues for customers using phone, email, and chat.
• Manage support cases via CRM to ensure timely resolution and case closure.
• Collaborate closely with internal teams to resolve software-related issues.
• Ensure strict compliance with established SLAs and KPIs.
• Maintain high CSAT scores through strong customer engagement and effective troubleshooting.

Requirements

• Must be based in the US (Pacific Time zone for remote or Morristown, NJ for hybrid).
• At least 2 years of experience in technical or IT support.
• At least 2 years of experience supporting application software solutions.
• Advanced knowledge of Windows Workstation and application support.
• Intermediate knowledge of networking services and products.
• Native English proficiency (written and spoken).

Nice to have

• Practical experience with AI tools such as Claude, ChatGPT, or Copilot.
• Certifications in AWS, MS Cloud services, CCNA, or MCSA.
• Knowledge of SQL, scripting, and SaaS infrastructure support.
• Experience with mobile OS (iOS, Android) and the mobile cellular ecosystem.

Culture & Benefits

• Work with cutting-edge AI-powered forensic technologies.
• Flexible work arrangements offering both remote and hybrid options.
• Mission-driven environment focused on protecting and saving lives.
• Opportunity to work within a global organization listed on the Nasdaq.