Technical Support Engineer (AI Cybersecurity)

TL;DR

Technical Support Engineer (AI Cybersecurity): Provide expert L1 technical support for an AI-driven cybersecurity platform focused on email and SaaS security with an accent on troubleshooting complex technical issues and collaborating cross-functionally. Focus on resolving support tickets, customer communication, and driving product improvements through pattern identification.

Location: Remote (USA)

Salary: $51,000–$60,000 USD

Company

hirify.global develops AI-powered cybersecurity solutions focused on email and SaaS security.

What you will do

• Act as trusted L1 technical advisor for enterprise customers using AI cybersecurity products.
• Own and resolve inbound support tickets including configuration, API, and threat investigations.
• Provide clear updates, root cause analysis, and solution recommendations to customers.
• Collaborate with Engineering and Customer Success teams for issue resolution and onboarding.
• Create and maintain knowledge base content to improve customer self-service.
• Identify recurring issues to drive product improvements.

Requirements

• Must have 4+ years technical support experience, ideally in cybersecurity or SaaS.
• Strong knowledge of email security, SaaS platforms, and cloud ecosystems like Microsoft 365 and Google Workspace.
• Excellent communication skills for technical and non-technical stakeholders.
• Experience with support tools such as Salesforce, Jira, and Confluence.
• Ability to work remotely from the USA with eligibility to access controlled technology under U.S. export laws.

Nice to have

• Experience using AI tools for troubleshooting and support.

Culture & Benefits

• Bonus eligibility and restricted stock units (RSUs).
• Equal opportunity employer with inclusive policies.
• Remote work within the USA.

Hiring process

• Video interviews with identity validation.
• Pre-employment checks aligned with security and privacy standards.