Senior Technical Escalation Engineer (EPM)

TL;DR

Senior Technical Escalation Engineer (EPM): Responsible for handling customer support escalations to R&D and providing technical expertise and guidance for complex customer issues with an accent on technical investigation and collaboration across engineering teams. Focus on ensuring all required technical details are provided for escalations, identifying root causes, and developing appropriate solutions.

Location: Must be based in the United States. US Citizenship required. Unable to sponsor or take over sponsorship of employment Visas at this time.

Salary: $116,000 – $170,000/year

Company

hirify.global is a global leader in identity security, providing an AI-powered Identity Security Platform to secure human and machine identities in the modern enterprise.

What you will do

• Review customer escalations to R&D to ensure all required technical details are provided.
• Become a trusted expert across the hirify.global product base for R&D engagement.
• Collaborate across the R&D organization to ensure timely progress and updates on customer escalations.
• Partner with Support and knowledge teams to ensure SOPs exist and are used for R&D escalation use cases.
• Investigate technical issues escalated to R&D to find solutions for customers.

Requirements

• US Citizenship required.
• Bachelor’s Degree in Computer Science or related field.
• Strong verbal and written communication skills and technical troubleshooting abilities.
• Minimum 3-5 years professional experience with Windows Operating Systems, UNIX/Linux, IIS, LDAP, and virtualization.
• Cybersecurity experience preferred.
• Unable to sponsor or take over sponsorship of employment Visas at this time.

Culture & Benefits

• Comprehensive compensation package including medical, dental, vision, financial, and other benefits.
• hirify.global is an Equal Opportunity Employer.
• Focus on reducing operational and security risks through identity security.