Swat Engineer

TL;DR

Swat Engineer (Customer Support): Respond to complex customer issues and production incidents, lead investigations, triage escalations, and build internal tools with an accent on incident response, triage precision, and cross-functional collaboration. Focus on managing high-priority incidents in a follow-the-sun on-call rotation and driving durable fixes and process improvements.

Location: Hybrid in Austin, Texas, with 2 days per week onsite presence required

Company

hirify.global is a visual workspace for innovation enabling distributed teams to collaborate and build products, serving over 100M users globally with 13 hubs worldwide.

What you will do

• Lead investigations of complex customer and production issues, isolate root causes, and drive resolution or escalation with clear SLAs.
• Triage and prioritize escalations, maintain a data-driven backlog of defects and improvements.
• Build and maintain internal and external tools/workflows to streamline diagnostics and mitigations.
• Provide technical leadership and coaching to peers and team members.
• Contribute to root cause analyses, preventive actions, documentation, and product feedback.
• Participate in a regional follow-the-sun on-call rotation for high-priority incidents.

Requirements

• Must have 3–5+ years in technical support, sustaining engineering, or similar production-facing roles.
• Proven experience in customer incident response, triage, diagnostics, and communications.
• Practical scripting and development experience for internal tooling or automation.
• Excellent written and verbal communication skills, comfortable with executive-level updates.
• Strong cross-functional collaboration and leadership without authority skills.
• Location: Must live in Austin or surrounding areas to participate in hybrid work model.

Culture & Benefits

• Global benefits package including equity, wellbeing benefits, WFH equipment allowance, and learning & development stipend.
• Diverse and inclusive team culture fostering collaboration and innovation.
• Hybrid work model with flexibility for remote work when needed.
• Supportive environment encouraging growth and connection.