Senior Technical Support Engineer (French National)

TL;DR

Senior Technical Support Engineer (French National) (Cybersecurity): Diagnose and resolve security software issues in IAM products with an accent on root cause analysis, customer communication, and cross-functional collaboration. Focus on troubleshooting complex technical problems, authoring knowledge base articles, and proactive issue mitigation in on-prem and SaaS environments.

Location: Kraków, Poland - hybrid role with 3 days a week onsite in Kraków office. French national residing in Poland.

Company

hirify.global is a global cybersecurity company providing identity-centric data security solutions to over 13,500 organizations worldwide.

What you will do

• Diagnose and resolve security software issues by analyzing logs and traces, escalating critical problems while owning customer communication.
• Perform root cause analysis on recurring issues and provide preventive solutions.
• Communicate proactively with customers via phone or portal, documenting all interactions in the ticketing system.
• Collaborate with Engineering, Product, and DevOps teams on complex technical issues.
• Author knowledge base articles, FAQs, and best practices for internal and external use.
• Monitor tickets for trends, identify risks, and participate in on-call rotation.
• Improve processes, tools, and customer experiences through feedback.

Requirements

• French national residing in Poland.
• 1-3 years in technical support or customer-facing roles for on-prem/SaaS environments.
• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent.
• Strong cybersecurity knowledge, especially IAM, Identity Governance, LDAP, Active Directory, Microsoft Entra ID.
• Proficiency in Microsoft SQL Server, Azure SQL, ODBC, T-SQL, PowerShell scripting.
• Understanding of SSL/TLS, HTTP/HTTPS, MFA, SAML SSO, ASP.NET Core.
• Excellent communication, troubleshooting, and analytical skills; ability to work autonomously.

Culture & Benefits

• Remote-first environment with frequent face-to-face interactions.
• Competitive health benefits and continuous learning opportunities.
• Team-oriented, collaborative, innovative culture with values like customer focus, excellence, and ownership.
• Regular town halls, career growth opportunities.
• Emphasis on integrity, respect, hard work, and diverse perspectives.