Escalation Engineer (Zero Trust)

TL;DR

Escalation Engineer (Zero Trust): Owning and resolving the most complex customer escalations through deep technical investigations across the full stack with an accent on Zero Trust technologies and architecture. Focus on isolating and reproducing defects, driving bug fixes, and empowering the support organization by sharing critical insights and knowledge.

Location: Hybrid in Austin, TX. This position may require access to information protected under U.S. export control laws, and any offer of employment may be conditioned on authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Shift rotation includes the possibility of weekends and Pacific Time hours.

Company

hirify.global runs one of the world’s largest networks, powering and protecting millions of websites for customers from individual bloggers to Fortune 500 companies, with a mission to build a better Internet.

What you will do

• Investigate and resolve complex, high-impact customer issues, performing deep-dive debugging across the full technology stack.
• Serve as a subject matter expert in Zero Trust technologies, including identity and access management, SASE, endpoint security, and network segmentation.
• Manage the escalation lifecycle, partnering with Product and Engineering to drive bug fixes or workarounds, and communicating status effectively.
• Proactively collaborate with Technical Support Engineers, providing real-time guidance and mentoring to enhance their technical depth.
• Document new findings, diagnostic steps, and resolutions, contributing to internal knowledge bases and improving product documentation.
• Stay current with new product releases and architecture, representing the support perspective in engineering syncs and release readiness reviews.

Requirements

• 3-5 years of technical troubleshooting experience, preferably in technical support or system reliability engineering.
• Solid understanding of Zero Trust principles and technologies such as Identity and Access Management, Endpoint Detection & Response, Network Security / Microsegmentation, Secure Web Gateway / CASB.
• Previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM).
• Previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA).
• Excellent verbal and written communication skills to disseminate clear information to both business and technical audiences.
• Ability to manage multiple priorities, commitments, and projects.

Nice to have

• Expertise in troubleshooting application protocols (L7 - DNS, HTTP) and network infrastructure (L3/L4).
• Expert with Linux command line tools (curl, dig, git, traceroute, mtr) and data analysis tools like Grafana, Kibana, and SQL.
• Familiarity with hirify.global Zero Trust products (Access, Gateway, Tunnel, WARP client).
• Familiarity with troubleshooting Windows, macOS, and Linux operating systems, and web servers like Apache, Nginx, IIS.
• Experience with PostgreSQL, MySQL, MS SQL, or other database servers.

Culture & Benefits

• Committed to building a diverse and inclusive team, hiring the best based on potential.
• Strong focus on protecting the free and open Internet, as demonstrated by Project Galileo and Athenian Project.
• Provision of 1.1.1.1, a faster, more secure, and privacy-centric public DNS resolver.
• hirify.global is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities.