Level 2 Support Engineer (Windows)

Location: Belgrade, Serbia

Company

hirify.global is a global platform-powered commerce company providing unified commerce, payment capabilities, and retail and restaurant technology services.

What you will do

• Investigate escalated Level 1 incidents across software, hardware, networking, cloud systems, payment services, retail devices, and store applications.
• Use logs, telemetry, remote access tools, and technical artefacts to diagnose root causes, reproduce issues, and isolate components.
• Own escalated cases through resolution or formal handover to Level 3, providing workarounds and validating upstream solutions before closure.
• Collaborate with Level 3, Engineering, DevOps, Product, customers, and Level 1 support to improve incident outcomes and first-contact resolution.
• Document investigations, create knowledge articles, identify recurring issues, and contribute to Problem Management.
• Participate in pod rotations, cross-training, tooling and workflow improvements, special projects, beta programs, and mentoring of Level 1 colleagues.

Requirements

• High school diploma or equivalent.
• Advanced English communication skills, written and verbal.
• Strong technical experience with Windows operating systems.
• At least 2 years of experience in a technical service desk role.
• Demonstrated analytical, investigative, troubleshooting, organisational, and documentation skills.
• Ability to work in a structured, high-volume, process-driven support environment.

Nice to have

• Experience with Linux environments.
• Prior Level 2 or advanced service desk experience.
• Exposure to payment systems, cloud services, retail hardware, or store systems applications.
• Additional language skills.

Culture & Benefits

• Full-time position within a structured, collaborative, customer-first support model.
• Structured pod rotation and cross-training across product domains.
• Coaching, feedback, and development activities supporting technical progression from Level 2 toward Level 3.
• Opportunities for vertical and horizontal career movement within the organisation.
• Employment is conditional upon passing applicable screening criteria.