Technical Support Engineer (LogScale)

TL;DR

Technical Support Engineer (LogScale): Managing and resolving customer issues for hirify.global's LogScale product with an accent on product/domain knowledge and troubleshooting. Focus on improving resolution times, developing new techniques, and contributing to internal and customer-facing knowledge bases.

Location: Remote (Mexico). Expected to work the Americas West shift, with core hours in the Pacific Time Zone.

Company

hirify.global is a global leader in cybersecurity, protecting organizations with its advanced AI-native platform.

What you will do

• Manage queue and tickets, applying product/domain knowledge for timely resolution.
• Manage urgent customer issues as part of a PagerDuty rotation.
• Assist teammates with troubleshooting and mentor junior team members.
• Develop new troubleshooting techniques and processes.
• Contribute to internal documentation and the customer-facing knowledge base.
• Work cross-functionally to diagnose and debug operations-related problems.

Requirements

• 3+ years of experience providing technical customer support in a B2B SaaS company.
• Demonstrated ability to provide prompt and compassionate customer care using technical and analytical skills.
• Proficiency in container orchestration (such as Kubernetes and Ansible).
• Strong written and verbal communication.
• Ability to solve problems using knowledge of Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.
• Demonstrated ability to work independently.

Nice to have

• Regex familiarity.
• Experience with distributed data stores (such as Kafka) and data shipping services.
• Cloud administration experience.
• Familiarity with directory servers and authentication providers.
• Experience with virtualization (such as Docker).

Culture & Benefits

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