Technical Support Engineer (Cybersecurity)

Location: Remote in the USA, Western region

Company

hirify.global provides an agentic and API security platform that protects enterprises from AI agent and API attacks.

What you will do

• Provide technical support through email, chat, and virtual meetings.
• Help customers manage Salt deployments, understand dashboard alerts, and maximize the value of the platform after implementation.
• Perform problem management, troubleshooting, debugging, root cause analysis, and internal escalation management.
• Replicate issues in labs, research complex problems, and test engineering fixes.
• Create and update customer support documentation based on recurring customer needs.
• Provide customer feedback and collaborate with Product and R&D on issue escalation and prioritization.

Requirements

• At least 1 year of technical support experience, preferably with an enterprise SaaS provider.
• At least 1 year of DevOps or Linux systems administration experience.
• Ability to work on a rotation and flexibility to work an on-call rotating schedule, including nights and weekends.
• Strong customer service and communication skills with a customer-first attitude.
• Experience with help-request tracking and reporting tools, including ticketing systems.
• Understanding of HTTP protocol details and Postman.
• Some experience with AWS, Azure, GCP, Kubernetes, Docker, or other containerization technologies.
• Understanding of network security, API ecosystems, AppSec, WAF, WAAP, RASP, or similar security products.
• Experience collaborating with software developers in creating programs for an organization.
• Hands-on support or operations experience, including evaluating, troubleshooting, debugging, and identifying root causes under time constraints.

Nice to have

• Certifications in the listed technical or security areas.

Culture & Benefits

• Team-oriented environment that welcomes new ideas.
• Startup environment with opportunities to see results quickly and make a significant impact.
• Cross-functional collaboration with Product, R&D, and software developers.