Customer Support Engineer (Cybersecurity)

TL;DR

Customer Support Engineer (Cybersecurity): Providing front-line technical support for identity security and privileged access management solutions with an accent on complex troubleshooting and root cause analysis. Focus on resolving enterprise-level technical issues, documenting knowledge base content, and collaborating with global security services teams.

Location: Must be based in the United States

Company

hirify.global is a global leader in identity security, providing an AI-powered Identity Security Platform to secure human and machine identities in the modern enterprise.

What you will do

• Respond to customer inquiries and technical problems via web portal, live sessions, and telephone.
• Resolve complex business and technical issues through diligent research, reproduction, and troubleshooting.
• Develop and review technical content for internal and customer-facing knowledge sharing platforms.
• Collaborate with global support colleagues, security services, sales, and operations to ensure customer success.
• Participate in an on-call rotation to provide 24/7 support for enterprise customers.

Requirements

• 5-7 years of experience in Technical Support within a software company.
• 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.
• Strong technical troubleshooting skills and ability to isolate root causes in complex systems.
• Knowledge of Microsoft Windows operating system and server platforms, with an emphasis on Windows Server.
• Experience directly supporting enterprise-level customers.
• Must be located in the United States.

Culture & Benefits

• Work within a market-leading, innovative software company in the IT Security domain.
• Opportunity for professional growth and development within the cybersecurity world.
• Collaborative environment working with both domestic and international teams.
• Focus on providing world-class service to global enterprise customers.