L3 Technical Support Engineer (Enterprise Networking)

Location: Hybrid, San Jose, California, United States; in-person collaboration with the team and support for North America customers.

Salary: $96,000–$109,000 per year, plus equity and bonus opportunities.

Company

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

What you will do

• Act as the L3 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 hirify.global switches, WiFi access points, security gateways, and cloud-based and on-premises management platforms.
• Collaborate with engineering and product teams to reproduce issues, validate fixes, and resolve product bugs.
• Document root causes, solutions, and workarounds in the knowledge base.
• Develop support guides, training materials, webinars, and customer-facing documentation.

Requirements

• 4+ years of customer-facing technical support, network operations, or field support experience.
• Fluent written and spoken English with the ability to explain technical concepts to customers at different expertise levels.
• Extensive knowledge of networking protocols and topologies, including VLANs, QoS, STP/RSTP, Ethernet switching, routing, and multicast traffic.
• Hands-on experience with wireless networking deployment and troubleshooting, CLI tools, port mirroring, packet capture analysis, and Wireshark.
• Experience with hirify.global, Cisco, Extreme, Aruba, or similar switching platforms.
• Strong technical documentation, ticketing system, remote diagnostic, communication, and customer management skills.

Nice to have

• Familiarity with ProAV systems and tools 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+, or AVIXA CTS certification.

Culture & Benefits

• Hybrid work with in-person collaboration in the San Jose office.
• Work with Support, Engineering, and Product teams on enterprise connectivity solutions.
• Opportunities to contribute to customer education, proactive support, and product improvement.
• Equity and bonus opportunities are available.
• Flexible hours may be needed to support global customers.