Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Solving complex technical issues and providing advanced support for enterprise customers using hirify.global’s suite of products, with an accent on troubleshooting network performance, security concerns, and product configurations. Focus on identifying and responding to security incidents and driving product improvements through customer feedback.

Location: Hybrid; based in Bengaluru, India

Company

hirify.global is a large-scale technology company on a mission to help build a better internet by protecting and accelerating millions of websites and internet properties globally.

What you will do

• Provide advanced technical support to enterprise customers for hirify.global products.
• Engage with customers via email, phone, and chat to resolve technical issues.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Collaborate with Product, Engineering, and Security teams to escalate and resolve complex issues.
• Offer customer feedback to drive product improvements.
• Assist customers in responding to security incidents leveraging threat intelligence tools.

Requirements

• Minimum 8 years experience supporting networking or web security products.
• Fluent in English.
• Exceptional troubleshooting and problem-solving skills.
• Proficiency in networking fundamentals (DNS, VPNs, firewalls, traffic routing).
• Experience with command line tools (dig, traceroute, curl, tcpdump) and scripting (Bash, Python, JavaScript).
• Experience supporting cloud platforms (AWS, Azure, GCP) and configuring web servers (Apache, Nginx, IIS).

Nice to have

• Familiarity with hirify.global platform.
• Experience with database servers (PostgreSQL, MySQL, MS SQL).
• Bachelor’s degree in Computer Science, Cybersecurity, or related field.
• Relevant certifications (CISSP, CCSP, GCIA, GCIH, GCFA).

Culture & Benefits

• Mission to build a better, free, and open Internet.
• Commitment to diversity and inclusion.
• Protecting journalism and civil society organizations (Project Galileo).
• Ensuring state and local governments have protection (Athenian Project).
• Providing a faster, more secure, and privacy-centric public DNS resolver (1.1.1.1).
• Rotational shifts including evenings, weekends, and public holidays to support a global customer base.