B2B Customer Support Representative (Cybersecurity)

Location: 100% remote from select locations in the US; hybrid schedule available for candidates in the Chicago, IL metro area.

Company

hirify.global develops zero-trust cybersecurity software for password, passkey, secrets, privileged access, secure remote access, and encrypted messaging management.

What you will do

• Manage incoming B2B technical inquiries through tickets, phone, chat, and live troubleshooting calls.
• Support account setup, platform questions, password resets, multi-factor authentication, user permissions, and standard platform errors.
• Deliver customer onboarding and product training across web, desktop, and mobile vault platforms.
• Maintain ticket queues, response times, resolution rates, and escalation workflows.
• Diagnose ambiguous technical issues, complete operational projects, and collaborate in product briefings and cross-team syncs.
• De-escalate challenging customer situations and provide clear, empathetic resolutions.

Requirements

• At least 1 year of experience in a business-to-business technical support environment.
• Professional communication with business stakeholders at all organizational levels.
• Hands-on troubleshooting across Windows, macOS, iOS, and Android.
• Ability to multitask across an active case queue while maintaining accuracy.
• Exceptional written and verbal communication with a customer-focused mindset.
• Proficiency with Google Workspace and Microsoft Office.
• Resourcefulness, self-motivation, adaptability, and critical thinking in fast-paced environments.
• Baseline understanding of digital security, credential management, enterprise identity concepts, and identity and access management fundamentals.
• Technical understanding of browser extensions, web caching, certificate handling, and desktop and mobile operating system settings.

Nice to have

• CompTIA Security+, CompTIA A+, or equivalent entry-level technical certification.
• Experience with ServiceNow or Help Scout for case management and incident tracking.
• Familiarity with Salesforce, Jira, or equivalent CRM tools.
• Experience supporting software-as-a-service cloud platforms.
• Familiarity with Windows PowerShell, macOS Terminal, or basic scripting.

Culture & Benefits

• Fully remote work from select US locations, with a hybrid option in the Chicago metro area.
• Medical, dental, and vision coverage, including domestic partnerships.
• Employer-paid life insurance and supplemental life insurance options.
• Voluntary short- and long-term disability insurance.
• 401K Roth and traditional plans.
• Generous paid time off, including paid bereavement and jury duty leave.