Technical Support Engineer

TL;DR

Technical Support Engineer (Cybersecurity): Taking ownership of customer issues from initial troubleshooting to resolution or escalation for hirify.global's advanced AI-native cybersecurity platform with an accent on identifying root cause and escalating priority issues. Focus on creating knowledge base documentation and proposing process improvements for customer delight.

Location: Remote (Brazil)

Company

hirify.global is a global leader in cybersecurity, dedicated to stopping breaches with its advanced AI-native platform.

What you will do

• Take ownership of customer issues, including troubleshooting and resolution or escalation.
• Ensure high customer satisfaction by meeting response quality and timeliness.
• Act as a point of contact for customer escalations.
• Collect information and document bugs with engineering for product issues.
• Create process and troubleshooting documentation for the knowledge base.
• Contribute to process improvements and innovative customer solutions.

Requirements

• 3+ years of customer support, technical support, system administration, or related customer-facing experience.
• Professional fluency with the English Language.
• Strong knowledge of the Windows environment, including troubleshooting low-level OS and network issues.
• Passion for solving customer issues in a fast-paced, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service, and communication skills.

Nice to have

• Experience supporting Kernel-level security solutions.
• Experience supporting security applications such as AV, VPN, Firewall, and proxy.
• Linux troubleshooting experience.
• Experience with Splunk.
• Experience with troubleshooting Mac.

Culture & Benefits

• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation, holidays, and paid parental/adoption leaves.
• Professional development opportunities for all employees.
• Employee Networks and volunteer opportunities.
• Vibrant office culture and Great Place to Work Certified™.