Swat Engineer I

TL;DR

SWAT Engineer I (Customer Support): Handling complex customer-reported issues and production incidents, driving proactive fixes, and building internal tooling that improves responsiveness and reliability with an accent on fast triage, decisive action, and collaboration. Focus on identifying root causes, contributing to RCAs, and partnering with Engineering, Product, Security, Legal, and CS to ensure safe, timely customer communications and fixes during incidents.

Location: hirify.globalneers work in a hybrid model, with 2 days a week in our vibrant Sydney hub as our baseline. We would love the person who accepts this role to live Sydney or surrounding areas to participate in hub activities and office culture where possible! However, we are flexible with working from home when needed.

Company

hirify.global is a visual workspace for innovation that enables distributed teams of any size to build the next big thing.

What you will do

• Dive into investigations for complex customer‐reported and production issues, isolate root causes, and drive resolution or escalation with clear SLAs.
• Triage and prioritize escalations, maintain a visible, data‐driven backlog of trending defects, and improvements.
• Identify and maintain lightweight internal and external tools/workflows that streamline diagnostics, triage, and mitigations for Support and partners.
• Provide technical leadership and coaching experience of peers and team members.
• Contribute to RCAs and preventive actions, convert incident learnings into docs, runbooks, and product feedback.
• Partner with Engineering, Product, Security, Legal, and CS to ensure safe, timely customer communications and fixes during incidents.

Requirements

• 3–5+ years in Technical Support Engineering, Sustaining Engineering, SWAT/TAM, or similar production‐facing role.
• Proven customer experience, incident response, and triage experience (diagnostics, isolation, mitigation, communications).
• Interest in scripting/development experience for internal tooling or automation.
• Excellent written and verbal communication; comfortable with executive‐level updates during time‐sensitive events.
• Strong cross‐functional collaboration and “lead without authority” skills.

Culture & Benefits

• Equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend.
• Join a diverse team where you can do your best work.
• Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment.
• We strive to play as a team to win the world and create a better version of ourselves every day.