Technical Support Engineer (Cybersecurity)

TL;DR

Senior Technical Support Engineer (Cybersecurity): Providing advanced technical support for hirify.global's Trust Management Platform, resolving complex customer issues related to cloud infrastructure, APIs, and databases. Focus on problem-solving, troubleshooting in a repeatable manner, and collaborating with Product and Engineering teams to improve the platform and ensure customer satisfaction.

Location: Hybrid, must be located in Dublin, Ireland, and able to support an 8 AM–5 PM IST schedule with rotating on-call responsibilities.

Company

hirify.global helps businesses earn and prove trust by continuously monitoring and verifying their security posture, serving thousands of companies with its Trust Management Platform.

What you will do

• Provide technical support to hirify.global customers through email, screen sharing, and chat, responding within established SLAs.
• Own and resolve complex technical customer issues, serving as the final technical escalation point for support specialists.
• Develop a deep understanding of hirify.global’s product capabilities, integrations, and configurations.
• Create reproducible test cases and collaborate with Product and Engineering to improve the platform.
• Validate and escalate bugs to Engineering, keeping customers updated on progress.
• Contribute to internal and customer-facing documentation, as well as process and workflow improvements.

Requirements

• 4+ years of technical support experience in a SaaS/Tech environment.
• 2+ years in a Tier 3 or Tier 4 (highest tier) technical support role.
• Located in Dublin, Ireland and able to support an 8 AM–5 PM IST schedule, with rotating on-call responsibilities.
• Strong troubleshooting experience with cloud providers (AWS, Azure, GCP), operating systems (Windows, macOS, Linux), and cloud application architecture.
• Solid understanding of APIs (REST and/or GraphQL), networking fundamentals, and relational/document databases (SQL, NoSQL, MongoDB).
• Familiarity with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365).
• Excellent communication skills, both written and verbal, for simplifying complex technical concepts.

Culture & Benefits

• Industry-competitive salary and equity package.
• 100% covered medical, dental, and vision benefits with dependents coverage.
• 16 weeks paid parental leave for all new parents.
• Health & wellness, remote workspace, internet, and mobile phone stipends.
• Commuter benefits, including bike to work scheme and tax commuter ticket scheme.
• Pension matching.
• 11 company paid holidays plus 25 days of PTO per year.