Senior Support Engineer

TL;DR

Senior Support Engineer: Working within an internal support operations environment, proactively monitoring incoming high-risk technical support cases, and preventing issues from escalating with an accent on evaluating technical case health, ensuring high-quality communication, and identifying potentially high-risk situations. Focus on contributing to the enhancement of risk-assessment processes using AI-based prompt engineering and engaging early to reduce executive-level escalation risk.

Location: Remote, preferably in the Greater Seattle, WA area.

Salary: $38.46 to $43.27 USD/hourly

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, focused on leveraging cutting-edge technology to create additional revenue streams and new lines of business for organizations.

What you will do

• Provide technical assistance to users for lower-complexity software, hardware, and system inquiries.
• Review incoming support cases to evaluate overall health, technical accuracy, and communication quality.
• Identify high-risk or sensitive cases requiring proactive engagement to reduce escalation.
• Contribute to the enhancement of an AI-based risk-evaluation engine using prompt engineering.
• Maintain detailed records of daily case activity, communication events, issues, and resolution steps.
• Independently research technical issues by utilizing documentation, diagnostic tools, and internal teams.

Requirements

• Associate degree in a computer-related field, or equivalent technical training.
• 7–10 years of experience in technical support roles.
• Prior experience in enterprise support delivery is required.
• 5–7 years of technical support experience in Security, Identity, or M365 services.
• 5 years of demonstrated ability to evaluate case health and recognize high-risk escalation scenarios.
• Strong verbal and written communication skills with an emphasis on customer experience.
• Solid problem-solving skills and ability to work independently with minimal oversight.
• Familiarity with configuration management solutions, desktop communications platforms, operating systems, and directory services.
• 5 years of experience providing direct communication and feedback to multiple layers of management.

Nice to have

• Experience working in environments that handle executive escalations or high-visibility support cases.
• Familiarity with monitoring and risk-assessment programs within technical support organizations.
• Comfortable operating in fast-moving, high-stakes support environments.
• Ability to synthesize technical details into clear, concise summaries for non-technical audiences.
• Strong situational judgment, especially related to customer impact and escalation patterns.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Flexible Spending Account and 401k program.
• Competitive PTO offerings and Parental Leave.
• Opportunities for professional growth and development.
• Work with diverse teams and gain hands-on experience with world-class technology.