Senior Product Support Engineer

TL;DR

Senior Product Support Engineer: Resolving complex L3 escalations and mentoring L1-L2 engineers, focusing on Linux and network troubleshooting, Python scripting, and owning critical support tooling. Focus on debugging across Linux, networking, and APIs, analyzing traffic flows, and improving support processes.

Location: Remote (EU) or Onsite in Prague, Czech Republic

Company

hirify.global is a post-Series B startup specializing in network automation, helping enterprises manage their networks by providing innovative solutions built by network professionals.

What you will do

• Serve as the primary escalation point for L1–L2 on severe/complex issues (discovery failures, upgrade problems, parsing defects, path-lookup anomalies, API/integration errors).
• Lead deep-dive troubleshooting across Linux, networking, and APIs and solve customer-reported issues.
• Investigate traffic flows, routing decisions, and validate protocol behavior (BGP, OSPF, MPLS, EVPN/VXLAN, ACLs, QoS).
• Escalate confirmed product bugs to engineering and improve customer communication and support processes.
• Own and evolve support tooling, including design, code reviews, documentation, and adoption.
• Mentor L1–L2 engineers and contribute to onboarding and building the team roadmap.

Requirements

• Advanced Linux/Debian skills (systemd, journalctl, package management, network tools, SSL/TLS & PKI, SAR/performance triage).
• Strong networking knowledge (BGP, OSPF/IS-IS, MPLS/EVPN/VXLAN, STP/MLAG, PIM/IGMP, NAT, ACLs, QoS) and hands-on experience with various network vendors.
• Virtualization/Cloud experience (Hypervisors like KVM/ESXi/Proxmox, AWS/Azure networking basics).
• Practical Python scripting for support tools, data wrangling (REST/JSON, log parsing, CLI automation), Git workflows, and code reviews.
• Proven experience in using AI.
• Strong written and oral communication skills in English and ability to de-escalate tense situations.

Nice to have

• Professional networking certifications (CCNA/CCNP or equivalent).
• Experience with Vendor SDKs/APIs (DNAC/ACI, Panorama, NSX, SD-WAN controllers) and SIEM/ITSM integrations (Splunk, ServiceNow).
• Practical knowledge of LDAP (Active Directory/OpenLDAP), SSO (OIDC, SAML), FTP/SFTP, PKI.
• Familiarity with mkdocs/Docs-as-code and Confluence.

Culture & Benefits

• 25 days of holidays + 5 flexi-days.
• Pluxee Flexi Card (up to 16 000 CZK per year).
• Full remote or hybrid role.
• Anniversary rewards and collaboration with diverse, international teams.
• Pet-friendly office at IP Pavlova with complementary snacks, coffee, brew, and refreshments.
• Flexible environment prioritizing work-life balance, growth opportunities, and tangible impact on influential enterprises.