Product Support Specialist (Cybersecurity)

Location: Melbourne, Australia; hybrid work from the AUS office

Company

hirify.global is a fast-growing startup providing cybersecurity and AI solutions that help managed service providers manage and secure Microsoft 365 at scale.

What you will do

• Triage and resolve critical and major incidents while delivering high-quality IT support.
• Provide first- and second-line technical support to partners using the platform.
• Manage support tickets in Intercom and provide professional, empathetic customer service.
• Create and track KPIs, CSAT metrics, and data dashboards.
• Define support best practices, document processes, and create automated workflows to improve ticket handling.
• Collaborate with Engineering and Product teams on customer feedback and feature requests.

Requirements

• Previous experience in a product or technical support role.
• Knowledge of troubleshooting, including IP addressing, DHCP, and DNS.
• Strong technical understanding and enthusiasm for new technologies.
• Knowledge of Microsoft Office 365.
• Excellent verbal and written communication skills and the ability to collaborate across teams.
• Ability to work flexibly and support critical issues when required.

Nice to have

• Experience with Intercom.
• Experience with team leadership, rota management, and global support coverage.
• Working knowledge of ITIL processes.

Culture & Benefits

• Continuous learning and enablement in an environment that supports experimentation and development.
• High-trust, autonomous work with the opportunity to make a direct impact.
• Transparent communication and close collaboration across a fast-growing startup.
• Regular monthly team social events.
• Employee recognition programs for outstanding contributions.