Support Engineer (Escalation Management)

TL;DR

Support Engineer (Escalation Management): Managing high-priority, business-critical customer escalations and severity-1 incidents with an accent on executive-level communication and cross-functional orchestration. Focus on mitigating business impact during critical service disruptions and optimizing incident management processes.

Location: Remote (Must be a US citizen with a valid US passport)

Salary: $25 – $27.10 per hour

Company

hirify.global is a technology solutions firm that helps organizations leverage cutting-edge technology to create new revenue streams and transform business operations.

What you will do

• Lead and manage high-priority, business-critical customer escalations through to resolution.
• Serve as the incident lead for severity-1 situations, ensuring structured escalation processes are followed.
• Triage critical cases and review long-running incidents to identify risks and determine next actions.
• Coordinate cross-functional internal teams and external stakeholders, including executive leadership, to drive timely resolution.
• Deliver clear, concise, and executive-level written and verbal communications throughout the incident lifecycle.
• Participate in a 24x7 on-call rotation, including nights, weekends, and holidays.

Requirements

• United States citizenship with an active, valid U.S. passport.
• Minimum of 7 years of experience in the technology industry, customer service, or support operations (or relevant degree with 3-4+ years of experience).
• Proven experience supporting enterprise or high-severity customer environments.
• Strong familiarity with enterprise software platforms and terminology.
• Exceptional written and verbal communication skills, specifically for executive-level summaries.
• Ability to work non-standard hours as part of a 24x7 global rotation.

Nice to have

• Experience working within a large, complex technology organization.
• Direct experience managing incidents involving enterprise cloud or productivity platforms.
• IT service management or project management certifications (e.g., ITIL, PMP).
• Cloud fundamentals certification.

Culture & Benefits

• Comprehensive health coverage including medical, dental, and vision.
• 401k program and Flexible Spending Account.
• Competitive PTO offerings and Parental Leave.
• Opportunities for professional growth and development.
• Fully remote work environment.