Support Engineer 3

TL;DR

Support Engineer 3: Managing high-priority customer escalations and incidents, ensuring structured escalation processes and clear communication with stakeholders with an accent on mitigating business impact during critical service disruptions. Focus on real-time crisis ownership, proactive case review, and continuous improvement efforts.

Location: Must be a United States citizen with an active, valid U.S. passport

Salary: $25 – $27.10 USD Per Hr. (Washington State)

Company

hirify.global is a technology solutions firm headquartered in Bellevue, Washington, that helps organizations unlock value from existing assets by leveraging cutting-edge technology.

What you will do

• Own and manage high‑priority, business‑critical customer escalations through resolution.
• Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed.
• Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution.
• Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle.
• Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution.
• Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage.

Requirements

• United States citizenship with an active, valid U.S. passport
• Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field.
• Strong familiarity with enterprise software platforms and terminology.
• Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment.
• Exceptional written and verbal communication skills, including executive‑level summaries.
• Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation.

Nice to have

• Prior experience working within a large, complex technology organization.
• Direct experience supporting or managing incidents involving enterprise cloud or productivity platforms.
• Background in technical, support, or service operations roles.
• Cloud fundamentals certification (e.g., cloud platform or productivity suite fundamentals).
• IT service management or project management certifications (ITIL, PMP, or similar).

Culture & Benefits

• Comprehensive benefits package includes medical, dental, and vision coverage.
• Flexible Spending Account and 401k program.
• Competitive PTO offerings and parental leave.
• Opportunities for professional growth and development.