Technical Support Engineer (Cloud Hyperscaler)

Location: Hybrid role based in Raleigh, North Carolina, or Wichita, Kansas, with three days per week in one of these offices. Candidates must already be located there or be willing to relocate to the United States. Second shift: Monday-Friday, approximately 1:00-10:00 p.m. ET or 12:00-9:00 p.m. CT. After-hours and weekend on-call coverage may be required.

Company

hirify.global provides enterprise-grade data infrastructure, unified storage, integrated data services, and cloud storage solutions across AWS, Google Cloud, and Microsoft Azure.

What you will do

• Deliver technical solutions to Tier 1 cloud partner escalations through email, phone, and chat while meeting priority-based SLAs.
• Diagnose, troubleshoot, and debug complex software, file system, storage, and network issues in a cloud-native enterprise storage environment.
• Investigate performance, connectivity, replication, protocols, certificates, encryption, S3 access, latency, node failures, and application integration problems.
• Report design, reliability, maintenance, and software defects to engineering teams.
• Drive issue mitigation by developing workarounds and solutions with cloud partners.
• Train cloud partners and improve support workflows using data analysis.

Requirements

• At least 5 years of experience in technical support, including Tier 2 or Tier 3 customer cases handled by phone, email, or chat.
• 3+ years of experience with data management systems and storage platforms such as ONTAP or similar technologies.
• Practical and operational experience with AWS, Azure, GCP, or OCI.
• Strong knowledge of storage and networking infrastructure, Windows and Linux file services, NFS, CIFS/SMB, compute, and debugging tools.
• Strong written and verbal English communication skills, customer service ability, and experience supporting enterprise customers globally.
• Willingness to work after hours and handle weekend on-call responsibilities.

Nice to have

• Bachelor's degree with 5-8 years of related experience, or a master's degree with 3-5 years of experience, or an equivalent combination of education, training, certifications, and experience.
• Experience with cloud-based or distributed storage systems.
• Experience training cloud partners or improving support processes through data analysis.

Culture & Benefits

• Hybrid work environment focused on collaboration and connection.
• Additional compensation for second-shift work.
• Additional compensation for on-call responsibilities.
• Flexible workplace practices supporting work-life balance.
• Inclusive culture that values initiative, impact, ownership, and diverse perspectives.