Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Resolving complex customer issues for a global cybersecurity platform with an accent on root cause identification, troubleshooting at the operating system and application level, and product feature enhancement. Focus on supporting enterprise customers, collaborating with product/engineering teams, and learning cutting-edge technologies in a fast-paced environment.

Location: Remote within New Zealand (Auckland)

Company

hirify.global is a global leader in cybersecurity, providing an advanced AI-native platform to protect organizations and stop breaches.

What you will do

• Support hirify.global customers globally to resolve technical problems.
• Demonstrate ownership of customer concerns, troubleshoot logically, and identify root causes.
• Communicate and collaborate effectively with internal and external stakeholders.
• Work with Product experts/Engineering to fix bugs or enhance product features.
• Manage time to meet operational goals.
• Learn cutting-edge technologies and new product features.

Requirements

• Experience in a Product Technical support role supporting global enterprise customers.
• Outstanding oral and written communication skills.
• Customer focus, analytical thinking, and logical troubleshooting aptitude.
• Proven experience troubleshooting and diagnosing issues at application and operating system levels within Windows, Linux, or Mac environments.
• Understanding of operating system fundamentals including user and kernel space, memory management, network IO, and Windows registry.
• Hands-on experience using tools and techniques to debug problems in Windows, Linux, or Mac.

Nice to have

• Experience with SIEM/SOAR platforms, log management tools, Kafka, containers, Regex, or query languages.
• Experience with Identity Management, Windows Servers/Active Directory, MFA, Zero Trust solutions, authentication protocols (Kerberos, LDAP, NTLM, SAML), or network troubleshooting (TCP/IP, Wireshark/PCAP).
• Experience working and troubleshooting in a SaaS cloud environment, debugging API/REST interfaces, or familiarity with large-scale databases (Cassandra, Kafka, Elasticsearch, Splunk) and cloud orchestration tools (Docker, Kubernetes).

Culture & Benefits

• Market leader in compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays for recharge.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees.
• Employee Networks, geographic neighborhood groups, and volunteer opportunities.
• Vibrant office culture with world-class amenities.