Senior Customer Support Engineer

TL;DR

Senior Customer Support Engineer: Managing and diagnosing customer CDN configurations and technical issues with an accent on debugging complex network and protocol problems. Focus on improving support systems, contributing to documentation, and advocating customer needs across internal teams.

Location: Remote from Australia. This role may evolve into a hybrid role (1 day per week) if an office opens in Melbourne. Occasional travel to the US may be required.

Company

hirify.global is an edge cloud platform company enabling customers to create great digital experiences quickly, securely, and reliably.

What you will do

• Manage customer CDN configurations over email and chat.
• Communicate customer needs and requirements with engineering, product, and sales teams.
• Contribute to customer-facing documentation.
• Contribute to processes and policies that scale the support organization.

Requirements

• Minimum 2+ years of experience in customer support or sysadmin roles.
• Strong written communication skills in English and Japanese.
• Demonstrated understanding of one or more programming languages.
• Demonstrated understanding of *nix environments.
• Ability to debug network and protocol using cURL, traceroute, or nc.

Nice to have

• Previous experience in CDN, security, web performance, or cloud environments.
• Demonstrated self-starter, showing curiosity and motivation.

Culture & Benefits

• Huge company impact with a small team and significant customer base.
• Distributed team with global employees; in-person new hire orientation in San Francisco.
• Commitment to diversity, inclusion, and a welcoming work environment.
• Values employees for who they are and what they are passionate about.
• Opportunity to support open source projects and initiatives.

Hiring process

• A fully completed application and resume or CV are required when applying.