Customer Support Engineer (AI/Cybersecurity)

TL;DR

Customer Support Engineer (Cybersecurity): Providing exceptional technical support and maximizing platform value for customers of an AI-driven cybersecurity platform with an accent on quick reaction under pressure and collaboration with development teams. Focus on troubleshooting technical issues, explaining software features, and ensuring smooth customer deployments.

Location: Onsite in Cambridge, UK

Company

hirify.global is a global leader in AI for cybersecurity, providing a proactive security platform to nearly 10,000 organizations worldwide.

What you will do

• Respond to support requests via the hirify.global Customer Portal.
• Explain software features and help customers maximize platform value.
• Ensure customer deployments run smoothly and efficiently.
• Act as a liaison between customers and the development team when issues arise.
• Support customer-facing teams with technical aspects of deployments.
• Participate in on-call weekend shifts to maintain 24/7 coverage.

Requirements

• Genuine interest in technology and a willingness to learn.
• Strong mathematical or scientific background.
• Strong technical troubleshooting skills combined with excellent customer service abilities.
• Excellent verbal and written communication skills.
• Demonstrate effective communication, teamwork, and task management with prioritization and attention to detail.
• Adaptability, organization, and a proactive mindset in a fast-paced cybersecurity industry.

Nice to have

• Understanding of networking and cybersecurity technologies.
• Experience with support and incident response procedures.

Culture & Benefits

• 23 days holiday plus public holidays, rising to 25 days after 2 years of service.
• Additional day off for your birthday.
• Private medical insurance covering you, your cohabiting partner, and children.
• Life insurance of 4 times your base salary.
• Salary sacrifice pension scheme.
• Enhanced family leave.
• Confidential Employee Assistance Program.
• Cycle to work scheme.