Senior Technical Support Engineer (Digital Forensics)

Location: Remote, based in the United Kingdom. Sunday-to-Thursday work week, with standard 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 platforms that help customers protect people and investigate complex incidents.

What you will do

• Own resolution of escalated, high-severity, cross-system, and sensitive customer issues with clear and timely communication.
• Lead root-cause and trend analysis, quantify customer and support impact, and partner with Engineering to implement and validate corrective actions.
• Provide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews.
• Coach Technical Support Engineers during complex investigations, escalations, and incident response.
• Represent customer impact in defect triage and product feedback forums with evidence, use cases, severity context, and recommended priorities.
• Improve support playbooks, escalation paths, diagnostic standards, technical guidance, knowledge articles, onboarding, and team development.

Requirements

• Post-secondary education in Computer Science, Engineering, or equivalent practical experience.
• 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment.
• Ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues.
• Strong incident management, root-cause analysis, and cross-functional leadership skills.
• Experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures.

Nice to have

• Advanced 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.
• Industry-recognized AI, cloud, or networking certifications and introductory programming experience.
• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.

Culture & Benefits

• Continuous learning and support for employee development.
• Commitment to a diverse, inclusive, and accessible workplace.
• Values centered on care, accountability, dedication to customers, integrity, empathy, respect, and continuous evolution.
• Full-time employment with company benefits.

Hiring process

• Offers are contingent on satisfactory completion of a background check.
• Accommodation is available throughout the hiring process upon request.