Technical Support Engineer (Cybersecurity)

Location: Remote, United States

Company

hirify.global provides a secure coding platform with a Portal, SSO, API, integrations, and educational security content.

What you will do

• Diagnose, troubleshoot, and resolve Level 1 and Level 2 tickets across the Portal, SSO, API, and third-party integrations.
• Triage content-related tickets, resolve Level 1 and Level 2 issues, and reproduce and document Level 3 issues before escalating them to Senior Technical Support or the Content team.
• Follow triage, escalation, customer communication, and ticket-management workflows while maintaining SLA compliance, accurate statuses, and resolution timelines.
• Communicate issue status clearly with customers and internal teams including Customer Success, Sales, Engineering, and Content.
• Identify bugs and improvement opportunities, provide clear reproduction steps, and contribute knowledge-base articles for common platform issues.
• Grow into independently handling content tickets and fixing straightforward bugs across Challenges, Missions, Coding Labs, Quests, Courses, and Tournaments.

Requirements

• At least 1 year of experience in technical support or a customer-facing technical role, ideally in a SaaS environment.
• Demonstrable programming knowledge, including the ability to read code and debug issues.
• Strong analytical, troubleshooting, and problem-solving skills.
• Empathy, a proactive approach, and a customer-focused mindset.
• Clear and confident written communication, particularly when explaining technical issues to non-technical users.
• A continuous-learning mindset and eagerness to grow platform, content, and security expertise.
• Teamwork, a strong work ethic, and ownership of commitments.

Nice to have

• Familiarity with SSO, including SAML and OIDC, REST APIs, and third-party integrations.
• Experience with software security.
• Knowledge of AI coding assistants or how AI-generated code is created and reviewed.

Culture & Benefits

• Remote work with flexible hours supported by a globally distributed team.
• Generous leave and work-from-home options.
• A culture based on humility, feedback, ownership, trust, and respectful collaboration.
• Opportunities to create impact, contribute ideas, and grow through meaningful product work.