Support Technician I (Technical Support)

TL;DR

Support Technician I (Technical Support): Providing first-line technical assistance for enterprise on-premises and SaaS software, third-party applications, and printer drivers with an accent on customer troubleshooting, ticket management, and clear communication. Focus on diagnosing complex technical issues, escalating cases effectively, improving product documentation, and collaborating with Engineering, IT, QA, and Sales.

Location: Remote within the United States; working hours are 7:00 AM–3:30 PM EDT, with occasional on-call weekend work.

Salary: $22.30–$32.69 per hour, starting at $24.50 per hour.

Company

hirify.global develops BarTender label management and Mojix SaaS traceability solutions for complex supply chains.

What you will do

• Serve as the first point of contact for customers by email, chat, and phone.
• Identify, troubleshoot, and resolve issues involving enterprise software, SaaS solutions, third-party applications, and printer drivers.
• Escalate issues to higher support tiers when needed and research software capability questions.
• Document support tickets, contribute to the Knowledge Base, and help improve product documentation.
• Collaborate with Engineering, IT, QA, and Sales on customer issues and product improvements.
• Complete special tasks such as report writing, documentation, and programming-related improvements.

Requirements

• At least 2 years of technical support representative experience with strong customer service and troubleshooting skills.
• Strong knowledge of Windows operating systems and the ability to learn new software quickly.
• Strong written and verbal English communication skills are required.
• Problem-solving, active listening, teamwork, and the ability to work independently.
• Computer Science degree, technology certification, or equivalent experience.
• Legal authorization to work in the United States without visa sponsorship, plus a background check, is required.

Nice to have

• Fluency in additional languages.
• CompTIA A+ certification.

Culture & Benefits

• Three-month temporary contract with potential extension.
• Direct contractor arrangement without employee benefits.
• Dynamic, culturally diverse, and collaborative work environment.
• Emphasis on diversity, equity, inclusion, and respectful collaboration.
• Occasional weekend on-call coverage may be required.