Associate Customer Support Engineer (CPaaS)

Location: On-site in Amman, Jordan or Cairo, Egypt

Company

hirify.global is a startup in the CPaaS space providing communication services to more than 5,000 customer-centric companies.

What you will do

• Respond to client inquiries and coordinate with vendors to resolve complex issues through first- and second-line support via email, phone, and remote connection.
• Operate and monitor company products and services, including reports, project performance, issue tracking, and customer escalations.
• Provide product, integration, and technical training to clients and support agents.
• Ensure the availability of technical infrastructure, systems, products, and services.
• Collaborate with cross-functional teams to improve the client experience and identify product or feature opportunities.
• Document best practices, operational procedures, knowledge-base materials, and project plans.

Requirements

• 2+ years of recent experience in client services, preferably in the technology industry.
• Knowledge of technical infrastructures, networks, servers, software, and database administration and maintenance.
• Strong problem-solving, communication, and presentation skills.
• Ability to work independently under high client and department demands.
• High flexibility with working hours and availability.
• ITIL certification and a bachelor's degree in engineering, software, or another IT-related field.

Culture & Benefits

• Collaborative environment that encourages creativity and new ideas.
• Competitive salary and bonus.
• hirify.global share scheme.
• 30 holiday days after the first anniversary and a day off for your birthday.
• Ability to work from anywhere in the world for up to 25 days per year.
• Paid leave and assistance for new parents.