Technical Support Specialist (AIQ Platform)

Location: Belgrade, New Belgrade

Company

hirify.global supports internal teams working with the AIQ platform.

What you will do

• Monitor support channels, tickets, and alerts during evening and weekend shifts.
• Review active tickets and prior shift logs, then prepare clear handover summaries for the next team.
• Triage issues by urgency and impact and diagnose platform faults, configuration errors, and user issues.
• Provide first-line troubleshooting and guidance for issues that can be resolved directly.
• Escalate complex AIQ issues to engineering, infrastructure, or operations with reproduction steps and supporting evidence.
• Communicate with stakeholders, manage critical incidents, and maintain accurate records through resolution.

Requirements

• Strong problem-solving skills, sound judgment, and a clear approach to escalation.
• Clear, concise written communication and the ability to turn vague reports into actionable summaries.
• Foundational technical understanding, including reading logs, dashboards, and error messages.
• Reliable, independent ownership of the support queue during assigned shifts.
• Availability for evening, overnight, and weekend shifts: 15:00–23:00 or 23:00–07:00 Monday–Friday, and 06:00–14:00 Saturday–Sunday local time.
• Junior-level technology or technology-operator experience.

Nice to have

• Experience in technical support, NOC, on-call, platform, or operations roles.
• Familiarity with the AIQ platform.
• Experience with Jira, Slack, PagerDuty, Zendesk, or similar collaboration and ticketing tools.
• Basic scripting, SQL, or log-querying skills.
• Understanding of incident management and escalation practices.

Culture & Benefits

• Internal-facing support for engineering, operations, and other AIQ platform users.
• Independent work during off-hours with ownership of the assigned support queue.
• Structured handovers and established procedures for critical incidents.