Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Serve as the first point of contact for customers, managing tickets, supporting implementations, and troubleshooting technical issues with an accent on Linux/Windows OS, network protocols, and customer empathy. Focus on reproducing and analyzing complex problems, collaborating with product/sales/marketing teams, and building knowledge base.

Willingness to work off-hours and on-call weekends required.

Company

hirify.global enables the world to connect securely, supporting Fortune 500 companies, global banks, and the Department of Defense.

What you will do

• Manage customer tickets and urgent requests in line with SLAs
• Support customers during product implementation and production
• Troubleshoot, reproduce, and analyze technical issues
• Update internal databases with resolutions, findings, and feedback
• Collaborate with Product, Sales, and Marketing teams to share insights
• Proactively reach out to customers, follow up on issues, and introduce new features
• Monitor social media and provide support where needed
• Help build and maintain knowledge base

Requirements

• 2+ years of experience in Tier 2 Technical Support (ideally in cybersecurity or software)
• Strong hands-on knowledge of Linux and Windows OS
• Familiarity with network protocols (TCP/IP, HTTP, proxies, load balancers)
• Experience troubleshooting complex technical issues with a customer-first mindset
• Fluent English and great communication skills
• BS in Computer Science or equivalent experience
• Team player with high energy and empathy; willingness to work off-hours and on-call weekends

Nice to have

• Experience with SaaS platforms (GCP a plus)
• Knowledge of Kubernetes infrastructure

Culture & Benefits

• Collaborative, inclusive, and fun culture with core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively, Help Each Other Out
• Open communication, support for new ideas, and shared goals
• Tremendous opportunities to take initiative and build legacy