Technical Support Engineer

TL;DR

Technical Support Engineer: Providing enterprise-level support to customers and partners of hirify.global, a fast-growing remote-first company. Focus on researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues across various channels like Slack, email, and online meetings.

Location: Remote - Canada

Salary Range: $90,000 - $141,000

Company

hirify.global is the data engine for IT and Security, trusted by many big names to solve their most pressing data needs.

What you will do

• Develop a deep technical understanding of hirify.global Stream and other products.
• Provide technical support to Enterprise customers across various channels such as Slack, email, and online meetings.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues.
• Provide and document knowledge in the form of knowledge base tech notes and articles, and participate in real-time forums (e.g., Slack).

Requirements

• BS degree in Computer Science or similar, or equivalent work experience.
• 5+ years' experience supporting enterprise customers or working hands-on with distributed systems.
• Passionate about working on complex technical issues.
• Expert-level troubleshooting, problem-solving skills, and critical thinking.
• Excellent client-facing, written, and verbal communication skills.
• Experience with Linux, AWS, Azure, and Networking.

Nice to have

• Experience with Splunk, Elasticsearch, LogStash, and/or other related observability technologies
• Regex and JavaScript experience

Culture & Benefits

• Remote-first company empowering employees to do their best work, wherever they are.
• Generous benefits package includes health, dental, vision, short-term disability, and life insurance.
• Paid holidays and paid time off.
• Fertility treatment benefit.
• 401(k), equity, and eligibility for a discretionary company-wide bonus.
• A culture where differences are valued and welcomed.