Technical Support Engineer (Cybersecurity)

Location: San Francisco, CA; Remote, US

Company

hirify.global is an Applied AI Lab building AI agents and security workflows that help Fortune 500 companies detect and remediate cybersecurity issues across complex production environments.

What you will do

• Own technical escalations end to end, from triage and reproduction through resolution, across integrations, agent behavior, data pipelines, and the platform UI.
• Debug issues in Fortune 500 production environments using logs, APIs, and agent traces across scanners, cloud providers, ticketing systems, and identity tools.
• Advocate for customers within engineering by writing reproducible bug reports, driving fixes to resolution, and shipping small fixes, scripts, and internal tooling.
• Partner with Customer Success and Solutions Engineering to integrate and launch new customers, while leading communication with CISOs, security engineers, and IT leaders during high-stakes incidents.
• Use AI to automate triage, draft responses, and build self-service support; convert recurring ticket patterns into product and engineering direction.
• Design support processes, tiers, SLAs, escalation paths, tooling, reporting, runbooks, and the hiring and onboarding plan for future support engineers.

Requirements

• 5+ years of experience in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, ideally serving enterprise customers.
• Experience rolling out and scaling support processes, including SLAs, escalation paths, tooling, and metrics.
• Hands-on experience applying AI to support work, such as AI-assisted triage, response drafting, or self-service deflection.
• Strong troubleshooting skills, including reading logs, working with REST APIs and webhooks, and tracing problems across systems.
• Scripting ability in Python and working knowledge of SQL.
• Fluency with support metrics such as first response time, resolution time, and CSAT, with experience improving them.
• Clear, calm written and verbal communication with technical and executive audiences.
• Comfort building processes where none exist yet.

Nice to have

• Cybersecurity experience, especially with vulnerability management tools such as Tenable, Qualys, Rapid7, Wiz, or CrowdStrike.
• Experience managing or mentoring a support team.
• Working knowledge of AWS, GCP, or Azure and identity concepts such as SSO/SAML and OAuth.
• Familiarity with IT service management tools such as Jira and ServiceNow.
• Experience supporting AI, machine learning, or agent-based products.
• Experience as the first support hire at an early-stage startup.

Culture & Benefits

• Full-time role within an applied AI lab focused on cybersecurity.
• Work with enterprise customers and complex production environments.
• Collaborate with experienced professionals from leading technology companies, cybersecurity organizations, universities, and research labs.
• Equal opportunity employment for candidates of all backgrounds.