Technical Support Engineer

Location: Remote, based in the United Kingdom. Sunday-to-Thursday work week with working hours aligned to Arabia Standard Time; corresponding UK hours vary between GMT and BST. Occasional work outside standard hours and travel for customer engagements, training, or team meetings may be required.

Company

hirify.global develops digital forensics products and supports organizations that protect people.

What you will do

• Own complex customer support cases from initial investigation through resolution, maintaining clear and timely communication.
• Diagnose issues without documented solutions using test environments, logs, APIs, and diagnostic tools.
• Collaborate with Engineering, Product Management, and internal teams on defects, customer impact, and escalated issues.
• Create and update internal and customer-facing knowledge base articles.
• Onboard and mentor Technical Support Engineers and provide guidance on complex investigations.
• Identify recurring issues and risks, recommend improvements to processes, tools, and product functionality, and act as a subject matter expert for assigned product features or technical domains.

Requirements

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.
• At least 3 years of experience in a technical, customer-facing support role.
• Excellent verbal and written communication skills with a customer-first mindset.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Ability to balance customer experience with technical rigor.
• Availability for a Sunday-to-Thursday schedule aligned with Arabia Standard Time and occasional work outside standard hours for critical customer issues.

Nice to have

• Experience with hirify.global products or comparable digital forensics platforms; relevant Magnet certifications may be required after hire.
• Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.

Culture & Benefits

• Remote work based in the United Kingdom.
• Commitment to continuous learning and employee development.
• Focus on diversity, inclusion, accessibility, integrity, empathy, respect, accountability, customer care, and continuous innovation.
• Employment offers are contingent on satisfactory completion of a background check.

Hiring process

• The hiring process is designed to be diverse and inclusive, with accommodation available upon request.
• Successful candidates may need to complete relevant Magnet certifications after joining.