Advanced Support Technician (ECS)

Location: Melbourne, Victoria, Australia

Company

hirify.global provides a workforce security platform for attack simulation, security training, collaboration security, and AI agent security.

What you will do

• Resolve complex and escalated customer issues related to Email and Collaboration Security products.
• Support Core Support Technicians with advanced ECS questions and handle non-ECS tickets when required.
• Manage escalated tickets for Enterprise, Strategic, and other customer types.
• Document technical issues, provide detailed solutions, and write comprehensive bug reports for Engineering.
• Develop training sessions, support documentation, and knowledge base articles for advanced product features.
• Collaborate with Customer Success Managers and prioritize complex cases in the support queue.

Requirements

• At least 1 year of experience in a similar or related position.
• Familiarity with standard IT security concepts, practices, and procedures.
• Demonstrated technical troubleshooting, analysis, communication, organization, and time-management skills.
• Ability to work collaboratively and with minimal supervision.
• Integrity, accountability, respect, and commitment in customer and team interactions.
• Excellent written and verbal English communication skills.

Nice to have

• Familiarity with firewalls and email protocols.
• Two-year degree.

Culture & Benefits

• Modern, high-tech work environment.
• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses and adoption assistance.
• Tuition reimbursement and certification reimbursement.
• Certification completion bonuses.

Hiring process

• An applicant assessment and background check may be part of the hiring process.