Senior Technical Support Engineer

TL;DR

Senior Technical Support Engineer: Ensuring customer success by providing enterprise-level support for hirify.global's observability data products with an accent on resolving complex technical issues, troubleshooting distributed systems, and documenting knowledge. Focus on deep technical understanding of products, providing proactive solutions, and managing customer expectations for high-load IT & Security data environments.

Location: Remote - United States

Salary: $104,000 - $163,000

Company

hirify.global is a fast-growing, remote-first company backed by Sequoia and CRV, providing enterprise-level observability, intelligence, and control over real-time data for IT and Security.

What you will do

• Develop a deep technical understanding of hirify.global Stream and other products.
• Provide extraordinary technical support to Enterprise customers across various channels.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for reproducibility and escalation of unresolved issues.
• Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues.
• Provide and document knowledge in the form of knowledge base tech notes and articles.
• Perform stand-by, on-call, or off-hours duties.

Requirements

• BS degree in Computer Science or similar degree, or equivalent work experience.
• 5+ years' experience supporting enterprise customers or working hands-on with distributed systems.
• Expert-level troubleshooting, problem-solving skills, and critical thinking.
• Excellent client-facing skills, excellent written and verbal communication skills.
• Experience with Linux, AWS, Azure, and Networking.
• Top Secret Security clearance.

Nice to have

• Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies.
• Regex and JavaScript experience.

Culture & Benefits

• Remote-first company culture.
• Collaborative, curious, and motivated team.
• Generous benefits package which includes health, dental, vision, short-term disability, and life insurance.
• Paid holidays and paid time off, a fertility treatment benefit, 401(k), and equity.
• Eligibility for a discretionary company-wide bonus.
• Commitment to diversity and inclusion.