Level 2 Support Engineer (French/English)

Location: Belgrade, Serbia

Company

hirify.global is a global commerce technology company providing unified commerce platforms, payment capabilities, and services for retailers and restaurants.

What you will do

• Investigate and resolve Level 1 escalations across software, hardware, networking, cloud systems, payment services, and store applications.
• Perform root cause analysis using logs, telemetry, remote access tools, and diagnostic data.
• Provide technical assistance and customer communication in English and French.
• Own escalated cases through resolution or handover to Level 3, including solution validation, workarounds, and escalation documentation.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams on customer outcomes and service improvements.
• Create troubleshooting documentation and knowledge base articles, identify recurring issues, and support automation and product readiness initiatives.

Requirements

• High school diploma or equivalent.
• Fluent English and French, written and verbal.
• At least 2 years of experience in a technical service desk or support role.
• Strong experience supporting Windows operating systems.
• Strong troubleshooting, analytical, organizational, and customer support skills.
• Ability to work in a structured, high-volume, process-driven environment with attention to detail.

Nice to have

• Experience with Linux environments.
• Previous Level 2 or advanced service desk experience.
• Exposure to payment systems, cloud services, retail hardware, or store applications.
• Experience supporting multilingual or international customers.

Culture & Benefits

• Structured support model with progression from Level 2 toward Level 3 technical expertise.
• Opportunities to mentor Level 1 teams through knowledge sharing and coaching.
• Collaboration across support, engineering, DevOps, and product functions.
• Employment is subject to applicable screening criteria.