Founding Customer Experience Engineer

TL;DR

Founding Customer Experience Engineer: Owning the front line of customer support for a cloud-native video security platform with an accent on technical issue resolution across devices, networking, and backend systems. Focus on debugging complex technical problems, automating support processes, and contributing to documentation and workflows.

Location: Onsite in Sunnyvale, CA, USA. Ability to work onsite for hands-on collaboration and troubleshooting is required.

Salary: $80,000–$130,000

Company

hirify.global is transforming the video security industry with a cloud-native platform utilizing computer vision and AI for enhanced safety, decision-making, and efficiency.

What you will do

• Own frontline technical support, triaging and resolving customer issues via Intercom and email, meeting SLA targets.
• Troubleshoot across networking, Linux-based devices, and cloud/backend services, providing high-quality debugging context to engineering.
• Support customer onboarding and configuration to ensure successful deployments.
• Maintain strong organization across multiple active customer threads, ensuring follow-through.
• Identify recurring problems and contribute to building documentation, runbooks, and structured support workflows.
• Partner with software and AI engineering to help automate support processes and reduce manual work.

Requirements

• Ability to work onsite for hands-on collaboration and troubleshooting.
• Hands-on networking troubleshooting experience (IP addressing, DHCP, routing, DNS, ARP, NAT, firewalls).
• Linux experience with comfort using the command line, logs, and system/network diagnostics.
• Clear, structured communication, explaining technical concepts to both technical and non-technical audiences.
• Strong problem-solving skills in fast-moving situations.
• Bachelor’s degree in Computer Science, Networking, Cybersecurity, IT, or related field.

Nice to have

• Basic scripting experience (Bash, Python) for automation.
• Familiarity with APIs and reading API documentation.
• Customer-facing technical experience (Support, Solutions, Field Engineering).
• Exposure to security systems, cameras, NVRs, or hardware-integrated software.
• Background in cybersecurity or network security concepts.

Culture & Benefits

• Competitive pay and meaningful equity, rewarding impact.
• Small, fast-moving team valuing clarity, craftsmanship, and impact.
• Opportunity to contribute to documentation, workflows, and AI-driven tooling.
• Potential for growth into broader ownership of the support function, including leading the team.
• Work on mission-critical AI that makes an impact in real-world security and operations.