Level 2 Support Engineer (French/English)

Location: Belgrade, Serbia

Company

hirify.global is a global platform-powered provider of unified commerce, payment capabilities, and technology services for retailers and restaurants.

What you will do

• Investigate complex Level 1 escalations across software, hardware, networking, cloud systems, payment services, and store applications.
• Perform structured diagnostics, validate reproducibility, isolate components, and identify probable root causes.
• Use logs, telemetry, remote access tools, and technical artefacts to resolve incidents or provide temporary workarounds.
• Own escalated cases through resolution or handover to Level 3, including solution validation and customer closure.
• Communicate with customers and partners in English and French throughout the investigation cycle.
• Produce investigation notes, troubleshooting flows, knowledge articles, and escalation documentation while supporting continuous improvement and mentoring of Level 1 colleagues.

Requirements

• Fluent written and verbal English and French are mandatory.
• At least two years of experience in a technical service desk role.
• Strong technical experience with Windows operating systems.
• Demonstrated analytical, investigative, and troubleshooting capabilities.
• Ability to work in a structured, high-volume, process-driven support environment with strong organisation and attention to detail.
• High school diploma or equivalent.

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.
• Experience supporting multilingual or international customer environments.

Culture & Benefits

• Structured support model with cross-training and rotation across product pods.
• Opportunities for technical development and progression from Level 2 toward Level 3 responsibilities.
• Collaborative work with Level 1, Level 3, Engineering, DevOps, and Product teams.
• Participation in coaching, beta programs, special projects, automation, and new product readiness initiatives.
• Employment is conditional upon passing applicable screening criteria.