Product Support Engineer (Cybersecurity)

TL;DR

Product Support Engineer (Cybersecurity): Solving technical issues and providing customer service for security and identity products with an accent on Active Directory and cloud infrastructure. Focus on troubleshooting complex operational issues, maintaining SLAs, and collaborating with R&D to improve product development.

Location: Hybrid (2 days per week in office). Must be based in Phoenix, AZ; Toronto, Canada; Hoboken, NJ; Dallas, TX; or Ottawa, Canada.

Salary: CA$90,000 - CA$150,000

Company

A fast-growing cybersecurity company dedicated to protecting identity and security infrastructures.

What you will do

• Troubleshoot technical and operational issues to ensure high customer satisfaction.
• Maintain expert knowledge of assigned hirify.global primary products.
• Monitor the support queue to meet all SLA requirements.
• Create Knowledge Base articles to expand the internal and external repository.
• Provide pre-sales technical assistance and product education to clients.
• Collaborate with Product and R&D teams to provide customer feedback for future development.

Requirements

• 2-4 years of experience in enterprise IT or enterprise software organizations.
• Hands-on experience administering and troubleshooting enterprise Active Directory environments.
• Experience in a customer-facing technical role (Support Engineer, System Administrator).
• Bachelor's Degree in CS, Economics, Engineering, or a related technical field.
• Excellent verbal and written English communication skills.

Nice to have

• Experience in Information Security (Infosec).
• Identity and Access Management (IAM) experience.
• Knowledge of Azure AD and Office 365 installation and administration.

Culture & Benefits

• Hybrid work model (onsite some days, remote others).
• Employee experience rooted in purpose, growth, and balance.
• Part of a global team on the front lines of cybersecurity innovation.
• Culture celebrating curiosity, integrity, and initiative.