Customer Support Engineer

Location: Herndon, Virginia, United States; in-office position

Salary: $65,000–$80,000 per year

Company

hirify.global is a publicly traded global Tier 1 facilities-based ISP providing high-speed Internet access and Ethernet transport services through an all-optical IP network.

What you will do

• Answer customer calls and support Layer 1, Layer 2, and Layer 3 services.
• Identify and resolve service-related issues through phone and email support.
• Document troubleshooting steps and maintain accurate customer issue records.
• Manage customer-created tickets, provide status updates, and drive issues toward resolution.
• Coordinate with Customer Support, internal teams, vendors, and customers to resolve incidents quickly.
• Manage customer expectations, escalations, and de-escalation as needed.

Requirements

• Cisco equipment experience and certifications.
• Strong networking knowledge, including TCP/IP, IP protocols, BGP, IGP, OSPF, IS-IS, MPLS, IP addressing, DNS, and IP-VPNs.
• Strong problem-solving, critical-thinking, verbal, and written communication skills.
• Ability to provide excellent customer service and work effectively with customers, vendors, and internal groups.
• Ability to work independently and as part of a team in a fast-paced environment.
• Availability for shifts that include one weekend day; flexibility is required.

Culture & Benefits

• Full-time in-office work in Herndon, Virginia.
• Health, dental, and vision coverage.
• Paid time off, holidays, parental leave, and disability coverage.
• Life insurance, a 401(k) plan with employer match, stock options, and an Employee Assistance Program.
• Most benefits begin within 30 days of employment, with some subject to waiting periods.