Product Technical Support (T1)

Location: George Town, Penang, Malaysia. Hybrid work model: team members within 50 km of the Penang office are expected to work onsite at least one day per week. Various shifts, including evenings and weekends, support a global 24/7 operation.

Company

hirify.global provides SaaS solutions that help manufacturers manage supply chain sustainability and regulatory compliance.

What you will do

• Act as the first point of contact for customer and supplier support requests, managing cases from initial contact through resolution.
• Provide support through phone, email, webforms, live chat, and screen-sharing sessions.
• Use troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes and reproduce technical issues.
• Document customer interactions, troubleshooting steps, resolutions, and knowledge base content.
• Resolve routine and moderately complex issues, escalating product defects and high-impact cases to Tier 2.
• Manage the support queue, meet response and quality targets, and collaborate in swarm sessions with peers and higher-tier teams.

Requirements

• English: strong verbal and written communication skills required.
• Bachelor’s degree in a relevant field or equivalent technical support experience.
• 1–3 years of experience in software or technical support.
• Basic SQL knowledge and experience using troubleshooting tools and ticket management systems.
• Ability to reproduce technical issues, analyze problems, manage priorities, and maintain accurate documentation.
• Proficiency with Microsoft Office, Google applications, and other productivity tools.

Culture & Benefits

• Remote-first flexibility with regular in-person work for team members located near designated offices.
• Vacation time that increases with tenure, life leave days, and country-specific benefits packages.
• Competitive base salary, corporate bonus program, and retirement savings options.
• Volunteer days, corporate giving initiatives, and professional development days available from the start date.
• Inclusive workplace supported by diversity and inclusion initiatives and employee resource groups.
• AI may support note-taking and initial shortlisting during recruitment, while final hiring decisions are made by the recruitment team.