Junior Technical Support Engineer

Location: Remote work for candidates in the Philippines

Company

hirify.global is a global IT services and consulting company supporting digital transformation initiatives for enterprise and start-up clients across more than 25 countries.

What you will do

• Monitor alerts, performance metrics, queue performance, call volumes, and system health across infrastructure, applications, and contact center platforms.
• Triage, prioritize, document, escalate, and coordinate incidents through resolution using severity and priority frameworks.
• Coordinate response across IT, automation, software, business teams, and external vendors, including war rooms and high-priority incident bridges.
• Investigate system anomalies, service degradation, and outages, and communicate status updates to technical and business stakeholders.
• Prepare operational performance reports, incident summaries, audit documentation, and post-incident reviews.
• Use AI tools such as Microsoft Copilot to streamline communications, meeting summaries, incident documentation, and repetitive operational tasks.

Requirements

• 3+ years of experience in incident response, crisis management, vendor coordination, IT operations, network monitoring, or command center environments.
• Familiarity with ServiceNow, Splunk, and Dynatrace.
• 2+ years of experience with call center applications such as Genesys, AWS, or CxOne.
• Ability to multitask and work effectively in a fast-paced environment across multiple communication channels.
• Familiarity with AI tools such as Microsoft Copilot, Azure, or Google.
• Excellent communication and teamwork skills.

Nice to have

• Knowledge of Amazon Connect and NICE CX-One.
• Basic Python knowledge.
• Basic knowledge of the Pindrop application.

Culture & Benefits

• Remote work flexibility within the Philippines.
• Health insurance, language courses, and a relocation program.
• Professional development through certification programs, mentorship, talent investment, internal mobility, and internships.
• Work on projects for global clients in a multicultural and inclusive environment.
• Regular team-building events and a focus on sustainable business practices.