Senior Technical Support Engineer (Content Management/DIVA)

Location: US Remote; candidates must be legally authorized to work in the United States. The role includes an on-call rotation supporting global customers and 24x7 media operations. Employer-sponsored work authorization or visa sponsorship is not available.

Benefits include a 401(k) company match of up to 8%.

Company

hirify.global provides digital media tools and software solutions for broadcast, streaming, and media industries, including products for producing, managing, and delivering video content.

What you will do

• Provide post-sales technical support for the DIVA content management and video archive platform.
• Diagnose archive, restore, copy, and delete issues across software, databases, storage, tape libraries, cloud targets, and networks.
• Troubleshoot integrations with media asset management, production, automation systems, and third-party applications using DIVA APIs.
• Replicate customer issues in lab environments using database queries, application logs, and configuration reviews.
• Own cases from initial contact through resolution, maintaining SLA performance, customer communication, and accurate Salesforce documentation.
• Escalate complex issues to Engineering and coordinate handoffs with Professional Services, Sales, Renewals, and internal support teams.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.
• 3–5+ years of technical support experience in B2B software, storage, or media technology, focused on enterprise products rather than call center support.
• Experience troubleshooting applications on Windows and Linux, including log analysis, Windows Server administration, and remote access tools such as VPN, TeamViewer, or RDP.
• Knowledge of networking fundamentals, TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS, SAN/NAS storage, and databases such as Oracle, PostgreSQL, or Microsoft SQL Server.
• Familiarity with APIs, REST services, XML/JSON, Salesforce, Jira, Confluence, and media workflows or content management systems.
• Willingness to participate in an on-call rotation and legal authorization to work in the United States are required.

Nice to have

• Experience with video archiving, HSM, DIVArchive, DIVAnet, DIVAdirector, or similar archive products.
• Experience with LTO tape libraries, tape drives, Fibre Channel infrastructure, switches, and HBAs.
• Knowledge of AWS, Azure, cloud storage tiers, egress costs, media technology, video processing, workflow automation, or MAM integrations.
• Knowledge of video production workflows, captioning, timecodes, broadcast standards, and regulatory bodies.
• Spanish, French, or Portuguese capability.

Culture & Benefits

• Remote work in a global customer support environment.
• Day-one medical, dental, and vision coverage.
• Company-paid life and disability insurance.
• 401(k) with company matching up to 8%, HSA contributions, and flexible spending accounts.
• Flexible time off or PTO, paid holidays, pet insurance, legal coverage, and accident and critical illness benefits.

Hiring process

• Applications are reviewed by the recruiting team and hiring managers.
• The hiring process does not use artificial intelligence to screen, evaluate, or select applicants.