Premium Support Engineer (Identity Security)

TL;DR

Premium Support Engineer (Identity Security): Providing advanced technical support and troubleshooting for premium customer accounts using hirify.global's Identity Security Platform with an accent on problem isolation and integration with third-party enterprise systems. Focus on resolving complex technical issues, collaborating with global support offices, and coordinating bug fixes with Engineering and Product Management.

Location: Hybrid (Sydney, Australia)

Company

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

• Provide technical support to premium customer accounts and assist the global support team.
• Analyze and resolve complex, critical, and sensitive technical issues involving hirify.global solutions.
• Collaborate with regional and global support offices (JAPAC, EMEA, Americas) to maintain service levels.
• Coordinate with Engineering and Product Management to address persistent issues and bug fixes.
• Reproduce customer environments to validate issues and document resolutions for the global team.
• Participate in a scheduled on-call rotation for after-hours and weekend support.

Requirements

• B.S. in Computer Science or a related technical field.
• Approximately 5 years of experience in enterprise-level technical support.
• Practical proficiency in Windows Server administration and Linux environments.
• Working knowledge of networking (TCP/IP, DNS), cloud infrastructure, and general security principles.
• Ability to provide clear, concise technical explanations to stakeholders.
• Must be based in Sydney, Australia

Culture & Benefits

• Opportunity to work with a global leader in identity security.
• Collaboration within a worldwide team spanning JAPAC, EMEA, and the Americas.
• Hybrid work arrangement.
• Exposure to advanced AI-powered security platforms and enterprise-scale integrations.