Associate Technical Support Engineer (Cybersecurity)

Location: Fully remote across the European region; the posting also lists the United Kingdom.

Salary: £35,000, plus competitive equity and a comprehensive benefits plan.

Company

hirify.global provides cybersecurity technology, threat intelligence, and expert services for protecting critical infrastructure such as power grids, water systems, pipelines, hospitals, and manufacturing plants.

What you will do

• Serve as the first point of contact for enterprise customers through email, chat, phone, and ticketing.
• Triage cases by severity and impact, troubleshoot known issues, and apply documented solutions in existing customer environments.
• Use AI tools to draft responses, summarize case histories, and find relevant knowledge while verifying outputs and retaining ownership of cases.
• Escalate complex issues to Tier 2 and Tier 3 while preserving context and helping drive resolution through the tiered-and-swarming model.
• Document system details, error messages, troubleshooting steps, upgrades, patches, and configuration changes.
• Contribute technical content to the knowledge base using Knowledge-Centered Service practices and participate in a weekend on-call rotation approximately once per month.

Requirements

• Excellent English communication skills with the ability to explain technical concepts to technical and non-technical audiences.
• Strong troubleshooting and problem-solving skills with a methodical and curious approach.
• 1–3 years of experience in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability.
• Working familiarity with the Linux command line and core networking concepts, or the ability to learn them quickly.
• Comfort using AI tools and the judgment to verify their output.
• Self-starter mindset, ownership, and motivation to protect critical infrastructure.

Culture & Benefits

• Remote-first, mission-driven team working across North America, Europe, the Middle East, and APAC.
• Culture based on authenticity, transparency, and trust.
• Competitive equity package.
• Comprehensive benefits plan.
• Weekend on-call rotation approximately one weekend per month.