Escalation Engineer (Cybersecurity)

Location: Remote within the United States, including South Carolina, US East, and US West

Salary: $160,000–$192,000 annually, plus equity and bonus opportunities.

Company

hirify.global provides breach containment and microsegmentation solutions that protect hybrid multi-cloud infrastructure from ransomware and other cyberattacks.

What you will do

• Maintain hirify.global technology deployments for enterprise customers and manage support cases throughout their lifecycle.
• Analyze customer systems, configurations, product defects, and complex technical issues, recommending and delivering solutions.
• Collaborate with customers, support engineers, field teams, Development, Sales, and R&D to resolve escalated issues.
• Provide technical product support through email, phone, and remote analysis tools while setting accurate customer expectations.
• Update technical documentation and knowledge-base content as issues are identified and resolved.
• Mentor team members and support peer learning and cross-training.

Requirements

• Experience as a Technical Support Engineer in support and services functions, including case management and call resolution.
• Expertise with Windows and Linux operating systems; AIX and Solaris experience is a plus.
• Experience with public cloud infrastructure and services.
• Strong problem-solving, systems analysis, organizational, written, and verbal communication skills.
• Customer empathy, attention to detail, initiative, and commitment to learning new technologies and systems.

Nice to have

• Knowledge of Ruby, Python, Jupyter Notebook, REST APIs, SQL, web services, and databases.
• Experience with KCS and knowledge-base article writing.
• Public cloud certification such as AWS or Azure.
• Container orchestration experience or certification with Kubernetes or OpenShift.
• Load balancer experience with F5 or Citrix.

Culture & Benefits

• Medical, dental, vision, health and dependent savings accounts, and life and disability programs may be available depending on location.
• Paid parental leave, paid time off, paid holidays, wellness programs, and retirement savings options.
• Equity opportunities and an employee incentive program.
• Work with customers protecting more than one million workloads globally.