Escalation Engineer (Cybersecurity)

TL;DR

Escalation Engineer (Cybersecurity): Leading the technical investigation and resolution of complex customer issues for an enterprise browser with an accent on deep technical troubleshooting and cross-functional collaboration. Focus on resolving high-priority cases for Fortune 500 companies and influencing product direction through R&D partnership.

Location: Tel Aviv

Company

hirify.global is redefining how organizations secure and enable their workforce by embedding core enterprise needs directly into a Chromium-based browser.

What you will do

• Own and manage escalated customer cases, performing deep technical investigations in collaboration with R&D.
• Partner directly with enterprise customers, including Fortune 500 companies, to drive timely and effective resolutions.
• Identify and report product issues, ensuring clear communication and follow-up with Engineering.
• Serve as the customer’s advocate in internal discussions to influence prioritization and product direction.
• Contribute to knowledge sharing by creating internal documentation and technical case insights.

Requirements

• 5+ years of experience in Customer Support or Technical Escalations (Tier 3 or equivalent).
• Strong background in SaaS and Cloud-based troubleshooting.
• Proficiency in web debugging and analysis (network traces, browser developer tools, console logs).
• Familiarity with alerting, monitoring, and diagnostic tools.
• Experience or understanding of Cybersecurity concepts and technologies.
• Ability to read and interpret code, such as JavaScript or C#.

Culture & Benefits

• Supportive and growth-oriented work environment.
• Opportunity to be part of a rapidly expanding global team.
• High-impact role sitting at the intersection of Customer Support and Engineering.
• Experience working with some of the world's largest enterprises.