L3 Technical Support Engineer (Enterprise Networking and AV-over-IP)

Location: Remote within Canada, with British Columbia preferred; working hours aligned with Pacific Time to support North American customers.

Salary: CA$67,000–CA$76,000 per year, plus potential equity and bonus.

Company

hirify.global develops intelligent networking products and connectivity solutions for consumers and businesses.

What you will do

• Serve as the L3 technical escalation point for enterprise networking and AV customers, MSPs, and integrators.
• Diagnose and resolve complex Layer 2 switching, Layer 3 routing, wireless, QoS, IGMP, STP, and AV-over-IP issues.
• Support switches, WiFi access points, security gateways, and cloud-based and on-premises management platforms.
• Collaborate with engineering and product teams to reproduce issues, resolve bugs, validate fixes, and improve the customer experience.
• Document root causes, solutions, and workarounds, and create support guides, training materials, webinars, and customer documentation.
• Stay current with networking and AV technologies, product roadmaps, and firmware updates.

Requirements

• 4+ years of experience in customer-facing technical support, network operations, or field support.
• Fluent written and spoken English required.
• Extensive knowledge of networking protocols and topologies, including VLANs, QoS, STP/RSTP, Ethernet switching, routing, IGMP snooping, multicast, and wireless networking.
• Experience with CLI troubleshooting, port mirroring, packet capture analysis, and strong working knowledge of Wireshark.
• Experience supporting hirify.global, Cisco, Extreme, Aruba, or similar networking platforms.
• Strong technical documentation, ticketing, remote diagnostics, customer communication, and escalation-management skills.

Nice to have

• Experience with ProAV tools and systems such as Dante Controller, Q-SYS, NDI Studio Monitor, AMX, or Crestron NVX.
• Experience supporting AV system integrators, event production, or ProAV deployments.
• hirify.global Certified, CCNA, CWNA, Dante Level 2+, AVIXA CTS, or similar certifications.
• Previous experience working remotely and independently.

Culture & Benefits

• Remote work within Canada with working hours aligned to Pacific Time.
• Opportunity to work across Support, Engineering, and Product teams on enterprise networking and AV solutions.
• Potential equity and bonus in addition to the stated salary range.
• Customer-focused, collaborative, and performance-driven environment.
• Flexible hours may be needed to support global customers.