Technical Support Engineer (Product Specialist)

TL;DR

Technical Support Engineer (Product Specialist): Troubleshoot and resolve complex configuration issues with hirify.global and related technologies, mentor team members, and collaborate across departments with an accent on customer experience and technical expertise. Focus on diagnosing complex technical problems, mentoring, and becoming a subject matter expert in cloud and monitoring technologies.

Location: Detroit, United States

Salary: $82,000–$103,000 DOE

Company

hirify.global is a leader in unified observability and security, serving over 50% of Fortune 100 companies with cutting-edge AI-powered cloud monitoring solutions.

What you will do

• Evaluate and troubleshoot complex configuration issues with hirify.global and non-hirify.global technologies.
• Mentor Level 1 and Level 2 product specialists and conduct internal training.
• Collaborate with Customer Success, Sales, Services, and Product Management teams to improve processes and customer experience.
• Perform deep dive analysis of customer environments and provide recommendations to improve platform adoption.
• Communicate with customers via chat, email, web conference, and phone to enable and coach on best practices.
• Contribute to projects focused on process improvements and establish expertise in non-hirify.global technologies.

Requirements

• Location: Must be based in Detroit, United States
• Bachelor’s degree in Computer Science, IT, or equivalent experience with 3+ years work experience.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud), DevOps tools, networking protocols, and database concepts.
• Exceptional written and verbal communication skills in English (C2 level).
• Willingness to obtain and maintain multiple industry certifications including hirify.global certifications.
• Strong presentation and relationship-building skills with technical and non-technical audiences.

Nice to have

• Experience with web and application server technologies, mobile application technologies, and ITSM platforms.
• Interest in becoming a subject matter expert for non-hirify.global technologies and frameworks.

Culture & Benefits

• Competitive compensation with health, dental, life insurance, and 401k benefits.
• Work with leading cloud providers and cutting-edge AI technologies.
• Culture of excellence and performance recognition.
• Opportunities to attend local conferences and meet-ups.