Enterprise Support Engineer (Prva Smena) [08h-16h]

Location: Belgrade, Serbia; Workplace: Hybrid; working hours: 08:00–16:00

Company

hirify.global and LiveAction provide complementary network performance, monitoring, analysis, security, and IP environment optimization solutions for enterprise organizations.

What you will do

• Provide first-line technical support for enterprise customers experiencing network monitoring and analysis issues.
• Log customer interactions, troubleshooting steps, and case updates in SFDC.
• Investigate issues by asking clarifying questions and using diagnostic tools, knowledge-base articles, training, and lab testing.
• Create bug and feature-request tickets with supporting technical information.
• Escalate unresolved issues to Tier 3 support and keep customers and internal stakeholders informed.
• Document customer feedback and update knowledge-base articles.

Requirements

• BS degree in science or equivalent work experience.
• 2 or more years of experience in a technical support role.
• Basic understanding of servers, networks, routers, switches, security, virtualization, databases, REST APIs, Windows, and Linux.
• Knowledge of NetFlow, SNMP, routing, LAN, IP SLA, QoS, SSH, and Telnet.
• Ability to diagnose network issues using common debugging tools.
• Self-starter with strong attention to detail.

Nice to have

• Experience with AWS, Azure, or GCP.
• CCNA or an equivalent certification.

Culture & Benefits

• Professional development budget.
• Dedicated wellness days and Wellness Week.
• Lifestyle Spending Account.
• Employee Recognition Program.
• Values centered on transparency, curiosity, respect, inclusion, and enjoyment.