Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Managing customer communication and expectations, providing technical support, and troubleshooting customer problems for a cybersecurity SaaS portfolio. Focus on acting as a customer liaison to engineering, sales, and field engineer teams, and escalating critical issues to ensure customer satisfaction.

Location: Remote (United Kingdom)

Company

hirify.global is a global identity security leader protecting Paths to Privilege™ with a cybersecurity SaaS portfolio, trusted by 20,000 customers including 75 of the Fortune 100.

What you will do

• Manage customer communication and expectations.
• Provide phone, email, and chat support to assigned accounts.
• Troubleshoot and debug customer problems.
• Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
• Transition product issues to Engineering and product enhancements to Product Management.
• Participate in the on-call rotation for the assigned product team.

Requirements

• Bachelor’s degree preferred in a related technical field.
• 5 years in enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows-based server OS such as Microsoft Windows Server.
• Knowledge of Active Directory, GPO, Network Topology/Layers, Networking Tools and Utilities, AV/Firewall Rules and Policies, Secure “machine to machine” communications, Virtualization, Windows Account Administration, Security software, and DNS.
• Strong dedication to customer care.
• Excellent verbal and written communication skills.

Culture & Benefits

• Culture of flexibility, trust, and continual learning.
• Supportive environment that recognizes growth and impact.
• Commitment to diversity and inclusion.
• Focus on employee well-being.
• Opportunity to contribute to identity security leadership.