Senior Systems Engineer, Technical Support (Cloud SaaS)

TL;DR

Senior Systems Engineer, Technical Support (Cloud SaaS): Provide escalation support for hirify.global One cloud platform and Wi-Fi premises equipment with an accent on data-centric troubleshooting and resolving complex customer issues. Focus on owning investigations, creating technical documentation, and collaborating cross-functionally up to executive levels.

Location: Remote in USA or Canada

Salary: 90,000 - 172,500 USD Annual (varies by US location)

Company

hirify.global enables Communication Service Providers to simplify operations and innovate via cloud-first, AI-powered hirify.global One platform.

What you will do

• Provide escalation technical support via phone, web, or onsite for hirify.global One portfolio including cloud and Wi-Fi equipment.
• Drive ownership of customer issues, troubleshoot using data insights, and deliver recommendations.
• Create technical documentation for internal and external knowledge sharing.
• Represent customer perspective to internal teams, including executives.
• Complete quarterly training on new features and support early adopter customers.
• Manage multiple issues/projects in fast-paced environment while meeting deadlines.

Requirements

• 5+ years technical/escalation support in Networking or SaaS
• Strong troubleshooting, problem-solving, and data-driven decision making.
• BS/MS in EE, CS or equivalent.
• Strong understanding of TCP/IP, L2/L3 networking, VLANs, QoS, 802.11, DHCP, NAT, DNS, Firewalls, SNMP, IGMP, IPTV.
• Knowledge of Netflow, IPFix, TR-069, REST, HTTP, STUN, JSON, SQL; scripting in Python/Bash/PHP/Perl/CGI; Linux.
• Exceptional communication, presentation, and interpersonal skills for executive interactions.

Culture & Benefits

• Fast-paced, customer-centric environment valuing autonomy, teamwork, and continuous learning.
• Bonus eligibility as part of total compensation.
• Comprehensive benefits package.