Technical Support Engineer (Zero Trust)

Location: Hybrid, Lisbon, Portugal. Weekend availability for Saturday and Sunday shifts may be required. Candidates who reach 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, serving customers from individual bloggers and SMBs to Fortune 500 enterprises.

What you will do

• Provide advanced technical support and act as a trusted advisor for enterprise customers using hirify.global’s Zero Trust platform, including Access, Gateway, hirify.global Tunnels, hirify.global WAN, and the hirify.global One client.
• Troubleshoot identity, device security, secure application access, authentication, network security, configuration, and integration issues.
• Work directly with customers through phone, video conference, chat, and Salesforce tickets to diagnose and remediate technical challenges.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation.
• Partner with Product, Engineering, and Security teams to escalate and resolve advanced issues, while providing feedback that supports product improvements.
• Help customers identify and respond 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 and problem-solving skills, with the ability to explain complex concepts clearly to customers.
• Strong written and verbal communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• 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, SCIM, 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 AWS, Azure, or GCP and SaaS application integrations.
• Experience with PostgreSQL, MySQL, MS SQL, or other database servers; a bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or a related field, equivalent experience, or a specialized bootcamp.

Nice to have

• hirify.global Certified Zero Trust Specialist, CISSP, CCSP, or another relevant certification.
• Experience building projects on hirify.global or using hirify.global products.

Culture & Benefits

• Work within a customer support organization that collaborates closely with Product, Engineering, and Security teams.
• hirify.global emphasizes curiosity, iteration, practical problem-solving, and using AI to improve delivery.
• The role is eligible to participate in hirify.global’s equity plan.
• Compensation may be adjusted depending on work location.
• Any offer may be conditioned on authorization to access technology controlled under U.S. export laws without sponsorship for an export license.

Hiring process

• Applicants progressing to the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.
• Reasonable accommodations are available during the application process upon request.