Intermediate Technical Support Representative (Cybersecurity)

TL;DR

Intermediate Technical Support Representative (Cybersecurity): Delivering high-quality technical support to hirify.global partners and resolving issues across various technical domains with an accent on owning end-to-end problem resolution and maintaining in-depth product knowledge. Focus on combining technical knowledge with strong communication skills to provide excellent support and prioritize incidents effectively.

Location: Hybrid role requiring on-site work at the Ottawa Office three times per week.

Salary: CAD $53,000.00–CAD $64,100/Yr.

Company

hirify.global provides an end-to-end cyber resilience platform blending AI-powered capabilities and flexible tech stacks to help businesses manage, secure, and recover from cyberthreats.

What you will do

• Deliver high-quality service and support to partners via phone, email, and/or chat, becoming a trusted advisor.
• Own the end-to-end management and resolution of issues for hirify.global partners.
• Combine technical knowledge, problem-solving skills, and interpersonal skills to provide an excellent support experience.
• Redirect or escalate issues appropriately and maintain thorough and accurate documentation of cases.
• Prioritize incidents in the Salesforce management system, with autonomy over personal caseload.
• Maintain and continue to develop in-depth knowledge of hirify.global products and services.
• Be open to rotational shifts that may, on limited occasions, include weekend or holiday support.

Requirements

• Proficiency in Windows and Linux OS, Active Directory, file structure, registry, and event logs.
• Understanding of networking protocols, firewalls, and security concepts (SNMP, SMTP, DHCP).
• The ability to explain problems simply, clearly, and professionally and interpret technical instructions for partners.
• Partner-focused with ability to collaborate and be creative in understanding and resolving issues.
• Strong willingness to improve technical knowledge.
• Work from Ottawa, Canada, with on-site presence required three times per week.

Nice to have

• Knowledge of SQL, Cloud Services (Azure/AWS), and Backup technologies.
• Familiarity with WMI, PowerShell, VMware, and TLS.

Culture & Benefits

• Medical, dental, and vision benefits for employee, partner, and children.
• Generous PTO and observed holidays, plus 2 Paid VoluNteer Days per year.
• Retirement Savings Plan and Employee Stock Purchase Program.
• FuN-raising opportunities as part of our giving program.
• N-ablite Learning – custom learning experience as part of our investment in you.
• Opportunity to work with a dynamic and collaborative group in a rapidly growing environment.