Technical Support Engineer (Developer Platform)

Location: Austin, Texas; hybrid with work from the Austin office twice a week. Full-time Tuesday-Saturday or Sunday-Thursday rotation with a firm 11:00 AM Central Time start.

Company

hirify.global operates a large global network that protects and accelerates websites and Internet applications, helping build a better Internet.

What you will do

• Own technical support cases from investigation through resolution via email, chat, and phone.
• Troubleshoot builds, deployments, runtime errors, resource limits, routing, and bindings to storage, databases, and external APIs across hirify.global Workers, Workers AI, Durable Objects, R2, D1, Workflows, Pages, Queues, and Workers KV.
• Reproduce issues in sandbox environments, analyze logs and request telemetry, and guide customers in enabling observability and tracing.
• Partner with Product and Engineering on escalations, reproducible bugs, diagnostic evidence, fix validation, and reliability improvements.
• Define and update runbooks, AI skills, conversational journeys, documentation, diagnostic scripts, tools, and test examples.
• Prioritize concurrent cases, coordinate handoffs across time zones, and identify and communicate recurring issues or incidents.

Requirements

• 3–5 years of experience in technical customer support, developer support, or a similar role troubleshooting web applications, cloud services, or APIs.
• Ability to write or modify small scripts in JavaScript, Python, Bash, or a similar language.
• Excellent written and verbal communication, including explaining complex findings, asking focused questions, setting expectations, and guiding customers with different technical backgrounds.
• Structured troubleshooting skills, including isolating variables, comparing environments, and interpreting logs, stack traces, and error messages.
• Strong understanding of HTTP(S), DNS, SSL/TLS, caching, and request flows between clients, edge networks, and origin servers.
• Familiarity with REST APIs, JSON, authentication headers, and basic SQL queries.
• Experience supporting or deploying cloud-hosted web applications, including environment configuration, build logs, and runtime errors.
• Comfort working in Linux or Unix-like environments with command-line tools such as curl, dig, openssl, and Git, plus browser developer tools.
• Curiosity, independent learning, sound judgment, and the ability to verify outputs from AI tools and documentation.

Culture & Benefits

• Work in a customer support team focused on complex technical problems and developer experience.
• Collaborate closely with Product and Engineering in an iterative, AI-assisted environment.
• Work on a Tuesday-Saturday or Sunday-Thursday schedule aligned with global operations.
• Applicants progressing to the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.
• Employment may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license.