Level 2 Support Engineer (Spanish/English)

Location: Belgrade, Serbia; shifts are 08:00–16:00 and 09:00–17:00.

Company

hirify.global provides a unified commerce platform, payment capabilities, and technology services for retailers and restaurants in more than 35 countries.

What you will do

• Investigate and resolve Level 1 escalations across software, hardware, networking, cloud, payment, and retail systems.
• Perform root cause analysis using logs, telemetry, remote access tools, and diagnostic data.
• Own escalated cases through resolution or handover to Level 3, validating workarounds and solutions before closure.
• Provide technical support and customer communication in English and Spanish.
• Collaborate with Level 1, Level 3, Engineering, DevOps, and Product teams.
• Create technical documentation, support knowledge articles, and troubleshooting guides while contributing to automation and continuous improvement.

Requirements

• High school diploma or equivalent.
• Fluent written and spoken English and Spanish.
• At least 2 years of experience in a technical service desk or IT support role.
• Strong troubleshooting, analytical, organizational, customer support, and communication skills.
• Experience supporting Windows operating systems.
• Ability to work in a structured, high-volume support environment and interpret logs, diagnostic data, and system outputs.

Nice to have

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

Culture & Benefits

• Full-time role with structured 8-hour shifts.
• Structured progression from Level 2 support toward Level 3 product expertise and complex defect resolution.
• Opportunities to develop specialist expertise across multiple product areas.
• Opportunities to contribute to cross-training, mentoring, automation projects, and new product introductions.
• Employment is subject to applicable screening criteria.