Senior Technical Escalation Engineer - EPM (Cybersecurity)

TL;DR

Senior Technical Escalation Engineer - EPM (Cybersecurity): Responsible for handling customer support escalations to R&D and providing technical expertise and guidance for complex customer issues, with an accent on ensuring all required technical details are provided and collaborating across the R&D organization for timely progress. Focus on investigating technical issues to find solutions for customers and becoming a trusted expert across the hirify.global product base.

Location: Must be based in the United States and have US work authorization.

Salary: $116,000–$170,000/year

Company

hirify.global is the global leader in Identity Security, providing the most comprehensive security offering for any identity across business applications, distributed workforces, and hybrid cloud workloads.

What you will do

• Review customer escalations to R&D to ensure all required technical details are provided.
• Become a trusted expert across the hirify.global product base to guide R&D engagements.
• Collaborate across the R&D organization to ensure timely progress and updates on customer escalations.
• Partner with Support and knowledge teams to ensure SOPs exist for R&D escalation use cases.
• Investigate technical issues escalated to R&D to find solutions for customers.

Requirements

• Bachelor’s Degree in Computer Science or related field.
• Strong verbal and written communication skills.
• Ability to navigate conflicting priorities without losing customer focus.
• Strong technical troubleshooting skills and problem-solving abilities.
• Minimum 3-5 years professional experience with Windows Operating Systems, UNIX/Linux, IIS, and LDAP.

Nice to have

• Cybersecurity experience.
• Experience with IDM, SSO, SIEM, Application Servers, Authentication Products, and Ticketing Systems.
• Experience with Cloud Services (AWS, Google, Azure).
• Experience with C#, ASP.NET MVC.

Culture & Benefits

• Equal Opportunity Employer.
• Compensation package includes a wide range of medical, dental, vision, financial, and other benefits.