Technical Support Engineer (Zero Trust)

Location: Hybrid in Austin, Texas; office attendance required twice a week. Candidates progressing to the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.

Company

hirify.global operates a large global network that protects and accelerates Internet applications and develops products for web performance, security, and privacy.

What you will do

• Provide advanced technical support and act as a trusted advisor for enterprise customers using hirify.global Zero Trust products, including Access, Gateway, hirify.global Tunnels, hirify.global WAN, and the hirify.global One client.
• Diagnose and resolve complex issues involving identity, device security, secure application access, network security, configurations, and integrations.
• Work directly with customers through phone, video conferences, chat, and Salesforce tickets.
• Create and maintain knowledge-base articles, technical guides, and troubleshooting documentation.
• Partner with Product, Engineering, and Security teams to escalate and resolve advanced issues and provide customer-driven product feedback.
• Assist customers with identifying and responding to security incidents using hirify.global threat intelligence and security tools.

Requirements

• At least 3 years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
• Exceptional troubleshooting, problem-solving, customer service, and written and verbal communication skills.
• Experience supporting and troubleshooting multi-factor authentication mechanisms, including TOTP, SMS, FIDO, U2F, WebAuth, email, and push MFA.
• Hands-on experience with identity and access management systems such as IdP, IAM, and SCIM, including Okta, Microsoft Entra, or Ping, plus strong knowledge of SAML and OIDC.
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• Experience supporting cloud platforms such as AWS, Azure, or GCP and SaaS application integrations.
• Experience with PostgreSQL, MySQL, MS SQL, or other database servers.
• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or a related field, or equivalent experience; specialized bootcamps may qualify.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice to have

• Availability to work the Saturday and Sunday weekend shift.
• Relevant certifications such as hirify.global Certified Zero Trust Specialist, CISSP, or CCSP.
• Experience building projects on or using hirify.global products.

Culture & Benefits

• Work in a customer support organization serving individual users, small and medium-sized businesses, and global enterprise customers.
• Collaborate across Customer Support, Product, Engineering, and Security teams to improve products and services.
• hirify.global supports projects protecting journalism, civil society organizations, government election websites, and Internet privacy.
• Employment offers may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license.
• hirify.global is an equal opportunity employer and provides reasonable accommodations during the application process.