Customer Support Associate (IT Infrastructure)

Location: Lisbon, Portugal

Company

hirify.global develops and supports technology solutions for airlines, airports, and passenger travel operations.

What you will do

• Provide shift-based technical support for passenger self-service solutions, including check-in kiosks, auto bag drop units, biometric pods, auto boarding gates, and related software.
• Respond to customer enquiries, acknowledge and log incidents, triage issues, and take ownership through resolution.
• Investigate incidents and proactive alerts using monitoring tools, UltraVNC, Kibana, and log analysis.
• Lead root-cause investigations, provide customer updates, escalate issues, and restore contracted services within SLA timeframes.
• Identify recurring problems, maintain problem records, and coordinate investigations with R&D and external service providers.
• Create support documentation, deliver training, and contribute to customer service design and onboarding of new customers.

Requirements

• Strong understanding of IT infrastructure, including cloud environments, networking, and hardware troubleshooting.
• Experience or capability in incident management, change management, root-cause analysis, and technical issue resolution.
• Strong analytical, decision-making, communication, empathy, and interpersonal skills for high-pressure customer situations.
• Ability to collaborate with technical experts, field engineers, product teams, customers, and airport or airline helpdesks.
• Fluent English required.
• Availability for rostered shifts across all 365 days of the year.

Nice to have

• Experience in technical support, IT operations, or airport and airline systems.
• Knowledge of incident management.
• CompTIA, Cisco, Microsoft, or cloud certifications.

Culture & Benefits

• Work in a global travel operations environment supporting airline and airport customers.
• Collaborate across departments and contribute ideas to improve support services.
• Inclusive workplace focused on belonging, fair treatment, and equal opportunity.