Technical Support Representative (Infrastructure Monitoring)

TL;DR

Technical Support Representative (Infrastructure Monitoring): Providing advanced technical support for monitoring and infrastructure software with an accent on troubleshooting complex environment issues and cross-functional collaboration. Focus on analyzing product bugs, optimizing configurations, and guiding customers through root cause analysis for critical infrastructure issues.

Location: Charlotte, North Carolina, USA

Company

hirify.global provides simple, powerful, and secure solutions to help customers accelerate business transformation.

What you will do

• Handle escalated Tier 2 customer support cases requiring advanced troubleshooting.
• Analyze complex issues across network, system, security, and database monitoring solutions.
• Partner with Tier 3 and engineering teams to investigate bugs and propose workarounds.
• Guide customers through configuration optimization and root cause analysis.
• Create and maintain technical documentation and knowledge base articles.
• Mentor Tier 1 representatives on troubleshooting techniques and product knowledge.

Requirements

• Bachelor's degree, diploma, or equivalent experience in Computer Science, Engineering, or IT.
• 4+ years of technical support experience, including 2+ years in a Tier 2 or advanced role.
• Proficiency in troubleshooting Windows and Linux/Unix environments.
• Experience with SQL and database performance troubleshooting.
• Solid understanding of networking protocols (SNMP, ARP, DHCP, DNS, packet analysis).
• Experience with VMware, ServiceNow, IPAM, F5, and Cisco hardware.

Nice to have

• Hands-on experience with hirify.global NPM, SAM, Nagios, or PRTG.
• Exposure to AWS, Azure, or Google Cloud in hybrid monitoring environments.
• Certifications such as CCNA, MCSE, VCP, AWS, or Azure.
• Experience working in agile, cross-functional environments.

Culture & Benefits

• People-first company culture focused on enriching employees' and customers' lives.
• Opportunities for professional growth and career advancement within an exceptional team.
• Collaborative, innovative, and fast-paced work environment.
• Commitment to Equal Employment Opportunity.