Software Escalation Engineer (Cybersecurity)

TL;DR

Software Escalation Engineer (Cybersecurity): Acting as 4th level R&D support for complex production issues within the DV pCloud identity security platform with an accent on debugging, root cause analysis, and proactive service monitoring. Focus on reconstructing and resolving critical field cases, improving system reliability, and collaborating across engineering and support teams to enhance customer technical experience.

Location: Must be based in the United States

Salary: $95,000 – $140,000/year, plus commissions/bonuses

Company

hirify.global is the global leader in identity security, providing intelligent privilege controls to protect human and machine identities in modern enterprises.

What you will do

• Serve as 4th level R&D support to debug, reproduce, and resolve critical technical issues from the field.
• Define and implement proactive monitoring capabilities for pCloud services.
• Drive customer communication during critical incidents and complex support events.
• Collaborate with developers and engineering teams to provide solutions for unique customer challenges.
• Create technical tutorials and articles for the community based on resolved issues.
• Optimize production service performance, security, and availability through continuous feedback loops.

Requirements

• Must be authorized to work in the US without sponsorship.
• Strong background in cloud computing concepts and AWS.
• Demonstrated ability to perform deep-dive troubleshooting and root cause analysis in large-scale projects.
• Bachelor’s degree in STEM or equivalent professional experience.
• Passionate about solving complex, customer-facing technical challenges.
• Attention to detail with a proactive, self-learning approach to problem-solving.

Nice to have

• 3+ years of experience with C# (debugging legacy and new feature code).
• Experience in high-load, distributed systems.

Culture & Benefits

• Comprehensive compensation package including base pay and performance-based bonuses/commissions.
• Extensive benefits including medical, dental, and vision insurance.
• Financial security programs and other corporate benefits.
• Opportunity to work with groundbreaking identity security technologies.
• Collaborative environment involving interactions with leading industry engineers.