Principal Support Engineer

TL;DR

Principal Support Engineer (System Engineering): Manage and improve global IT infrastructure and support operations with an accent on system-wide problem diagnosis, security, and process automation. Focus on mentoring, strategic IT support, and continuous improvement in a fast-moving global environment.

Location: On-site in Austin, United States

Company

hirify.global develops code quality and security solutions used by millions of developers worldwide, rooted in the open source community and serving major organizations.

What you will do

• Manage full lifecycle of employee IT support globally, including onboarding, offboarding, and equipment logistics.
• Serve as senior point of contact for IT incidents and service requests, providing on-site and remote support.
• Create and maintain documentation to empower users and streamline processes.
• Manage vendor relationships and drive continuous improvement through data analysis.
• Oversee physical security systems such as access control and security cameras.

Requirements

• Must have 10+ years of experience in technical support or engineering roles.
• Proven ability to handle complex, high-profile technical issues and lead resolution efforts.
• Experience mentoring and leading support engineers.
• Strong skills in root cause analysis and problem prevention.
• Expertise in IT infrastructure, cloud platforms, automation scripting, and data analysis.
• Excellent English communication skills for technical and non-technical audiences.
• US work authorization required; visa sponsorship not supported.

Nice to have

• Familiarity with AI tools for helpdesk and customer workflows.

Culture & Benefits

• Flexible work policy with hybrid schedule near office locations; some locations fully remote.
• Comprehensive benefits including 23 days PTO, 401(k) with 4% match, and company growth bonus.
• Global diverse workforce with regular team events and annual company kick-offs.
• Supportive culture valuing respect, kindness, and continuous learning.
• Fully paid parking in downtown Austin.