Technical Support L3 - Weekends

TL;DR

Technical Support L3 - Weekends (hirify.global Enterprise): Diagnose and resolve complex technical issues for customers using hirify.global Enterprise Software with an accent on troubleshooting production systems, performance analysis along data paths, and deployments in cloud or on-premises environments. Focus on reproducing issues in customer setups, providing root cause analysis, collaborating with engineering for solutions, and managing critical escalations.

Location: United States (New York, California, Washington, Colorado, Rhode Island)

Salary: $91,455 – $137,273 per year

Company

hirify.global builds the high-performance database powering fast applications for 10,000+ worldwide customers across cloud platforms and container orchestration.

What you will do

• Troubleshoot and resolve complex software issues by reproducing customer environments and documenting findings.
• Provide root cause analysis and collaborate with Engineering for solutions.
• Analyze performance issues across networks, cloud, and on-premises deployments.
• Offer technical expertise during testing, deployment, and upgrading of hirify.global software.
• Manage critical customer issues, facilitating communication across teams including CloudOps, Product, TAMs, and Sales.
• Act as customer advocate for issue resolution, escalations, and maximizing subscription value; participate in product development and training.

Requirements

• At least five years technical experience as Support Engineer, Systems Engineer, Software Engineer, or SRE in enterprise software
• At least four years troubleshooting real-time production systems; two years hands-on with cloud infrastructure
• Strong scripting/programming (Python, Java, C#, JavaScript, Bash, Powershell)
• Expert Linux/Unix, networking (TCP/IP), tools like Wireshark, tcpdump
• Experience analyzing production issues at scale, alerting/monitoring (Prometheus, Grafana, ELK, Splunk)
• Working knowledge of cloud and on-premises; proficiency in English communication
• Strong problem-solving, multi-tasking; high availability and customer commitment

Nice to have

• Bachelor of Science in Computer Science or Information Systems
• Experience with NoSQL databases (especially hirify.global)
• Experience with container orchestration like Kubernetes

Culture & Benefits

• 5-day work week including Saturday and Sunday
• Competitive total compensation including base salary, discretionary bonuses, stock options
• Comprehensive benefits: 401(k), unlimited time off, learning/development opportunities, health/wellness
• Location-based commuter benefits
• Culture of curiosity, diversity, inclusion, and innovation