Support Engineer (Cybersecurity)

TL;DR

Support Engineer (Cybersecurity): Providing technical support for hirify.global' software supply chain security and threat intelligence solutions with an accent on complex troubleshooting and malware analysis. Focus on identifying and resolving customer issues, documenting solutions, and partnering with product and engineering teams to enhance product quality.

Location: Remote (USA)

Salary: $89,000–$99,000

Company

hirify.global is a product company specializing in software supply chain security and threat intelligence solutions, recognized for its innovative technologies and working with some of the world's largest organizations.

What you will do

• Provide exceptional customer service and technical support for remote customers via various channels.
• Troubleshoot complex technical problems, including debugging and malware analysis efforts.
• Maintain documentation, workarounds, solutions, and best practices in Confluence.
• Partner with Product, Engineering, and Customer Success to represent the voice of the customer.
• Assist customers with the installation and deployment of hirify.global products and services.
• Track, monitor, and manage all support cases to ensure timely resolution and follow-up.

Requirements

• Working knowledge of Python, JSON, and RESTful APIs; Go is a plus.
• Experience with Linux, including supporting Linux-based applications, and networking, including acquiring and analyzing packet captures.
• Substantial prior experience in L3 and L4 technical support to worldwide customers.
• Proven expertise with SaaS solutions and Cloud technologies.
• Excellent customer facing communication skills (verbal and written).
• Ability to multitask, resourcefulness, and flexibility for on-call rotation.

Culture & Benefits

• Competitive compensation package, including base salary, performance-based bonus/commission, and equity.
• 401(k) with Traditional and Roth options, along with Flexible Spending Accounts (Health Care & Dependent Care).
• Exceptional medical coverage (nearly 90% employer-paid premiums) and 100% employer-paid dental, vision, disability, and life insurance.
• Flexible PTO, quarterly Wellness Weekends, and a remote work stipend to offset internet/cell phone expenses.
• Continuous learning and development with full access to Udemy Business.
• A collaborative, innovative, and remote-first environment where your work has real impact.