Escalation Expert (Cybersecurity)

TL;DR

Escalation Expert (Cybersecurity): Identifying, analyzing, and resolving complex customer issues and recurring technical patterns, acting as a link between customers and core engineering and product teams. Focus on leveraging AI to enhance capabilities and providing critical feedback to shape the future of the product.

Location: Remote - USA

Company

hirify.global is reinventing cloud security and empowering businesses to thrive in the cloud.

What you will do

• Take ownership of challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.
• Proactively identify potential escalations and serve as the customer's advocate, ensuring their technical challenges influence product and engineering roadmaps.
• Author and publish technical troubleshooting content, such as knowledge base articles and guides.
• Lead the development of internal tools and processes, and champion their adoption within technical teams.
• Participate in an on-call rotation for critical escalations and to support internal tooling.

Requirements

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
• 7+ years of technical experience in a senior customer-facing role.
• A minimum of 3+ years of in-depth experience with a major cloud platform.
• Experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript).
• Proficiency with REST APIs or GraphQL, command-line tools, and Linux.
• Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.

Nice to have

• Experience with DevOps technologies and CI/CD pipelines.
• Experience with Kubernetes and Container technologies.
• Experience with Infrastructure as Code (IaC) technologies such as Terraform.
• Proficiency with SQL for data analysis and the proven ability to independently create dashboards and datasets to drive insights.
• Experience with relational and NoSQL databases.

Culture & Benefits

• hirify.globalards from over 20 countries work together.
• Freedom to think creatively, dream big, and use your full range of skills to contribute to growth.
• Equal opportunity employer.