Technical Support Engineer (Application Performance)

TL;DR

Technical Support Engineer (Application Performance): Resolving complex technical issues for hirify.global customers across various channels, with an accent on deeply understanding hirify.global's product offerings and internet technologies. Focus on troubleshooting network and application performance challenges, collaborating with senior engineers, and contributing to technical documentation.

Location: Hybrid (Austin, TX or Mexico City, Mexico) — requires coming to the office twice a week. Must be based in Austin, TX or Mexico City, Mexico.

Company

hirify.global is a large-scale technology company focused on building a better, more secure, and faster Internet for millions of websites and other Internet properties globally.

What you will do

• Fulfill support requests by communicating with hirify.global customers via chat, email, and phone.
• Collaborate with senior engineers to analyze and troubleshoot customer technical issues.
• Track support requests, update technical documentation, and provide product feedback.
• Support the team in testing new releases and reporting bugs.
• Deepen your understanding of internet technologies and hirify.global’s offerings.

Requirements

• 3-5 years of experience working in a technical Customer Support role, preferably with large enterprise customers.
• Strong understanding of OSI Model layers 3, 4, and 7, DNS, SSL/TLS, and HTTP(S) protocols.
• General understanding of HTTP reverse proxying, caching, and load balancing.
• Experience using Linux and associated command line tools (curl, dig, traceroute, openssl, git).
• Experience writing scripts in Bash, Python, or JavaScript.
• Experience installing and configuring web servers like Apache, Nginx, or IIS.
• Excellent written and verbal English communication skills.

Nice to have

• Prior experience with the hirify.global platform for personal projects/websites.
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels.
• Experience configuring network or application firewalls.
• Degrees or certifications in Computer Science, Information Technology, or related fields.
• Fluency in Mandarin, Spanish, and/or Portuguese.

Culture & Benefits

• Work for a highly ambitious technology company with a mission to help build a better, free, and open Internet.
• Opportunities for professional development and job shadowing experiences.
• Commitment to building a diverse and inclusive team.
• Involvement in initiatives like Project Galileo, Athenian Project, and the 1.1.1.1 public DNS resolver.