Software Support Specialist II (Security)

Location: Remote in the Philippines (PHL)

Company

hirify.global is a software company providing business management, service delivery automation, and remote technology management products for technology solution providers.

What you will do

• Assist partners through email, phone, chat, support cases, and remote sessions.
• Research, analyze, troubleshoot, document, and resolve product issues and questions.
• Manage a queue of support cases and provide solutions based on technical documentation and best practices.
• Act as an escalation point for complex issues and report urgent situations, trends, software defects, and customer feedback to leadership and Engineering.
• Maintain and contribute to internal and external product knowledge-base articles.
• Guide junior team members, review queues, and communicate product releases and improvements to partners.

Requirements

• Hands-on experience with SentinelOne, Bitdefender, and Remote Monitoring & Management tools.
• Troubleshooting experience in Windows workstation and server environments.
• At least 2 years of relevant experience; a related bachelor’s degree or equivalent business experience.
• Strong customer service, written and verbal communication, interpersonal, organizational, and attention-to-detail skills.
• Ability to work independently, multitask, adapt to new technologies and processes, and change focus quickly.

Nice to have

• Experience in a technical service-oriented position.
• Experience troubleshooting Windows and Linux servers.
• Basic understanding of IT, Professional Services, CRM, and ERP markets.

Culture & Benefits

• Inclusive and positive workplace focused on diverse perspectives and skills.
• Cross-functional collaboration across a global organization with colleagues in North America, EMEA, and APAC.
• Equal employment opportunity and a workplace free from discrimination and harassment.