Escalation Engineer (Cybersecurity)

Location: Toronto, Canada; full-time onsite

Company

hirify.global develops an enterprise platform that combines AI enablement, network access, data protection, identity, and endpoint control in a secure workspace.

What you will do

• Own complex escalated investigations from initial triage through root cause analysis and resolution across browser, network, cloud, and endpoint layers.
• Analyze support debug packages, Chromium traces, network captures, logs, metrics, and diagnostic data.
• Prepare evidence-based escalation reports with reproduction steps, logs, and traces for engineering teams.
• Manage communication with enterprise customers and translate technical findings into clear updates.
• Identify recurring issues, improve knowledge-base articles and runbooks, and contribute to product prioritization.
• Support high-impact production incidents, coordinate investigation and remediation, and document root causes and corrective actions.

Requirements

• 5+ years of experience in technical support escalation or a similar customer-facing technical role.
• Strong networking fundamentals, including TCP/IP, DNS, TLS/SSL, proxy architectures, and VPN concepts.
• Web debugging experience with browser developer tools, HAR or net-export traces, and HTTP/HTTPS analysis.
• Experience analyzing logs, traces, and metrics with observability platforms such as Coralogix, Sentry, or New Relic.
• Knowledge of Windows and/or macOS internals, enterprise endpoint management, and cybersecurity concepts such as zero trust, DLP, secure web gateways, and endpoint protection.
• Excellent written communication, autonomous investigation skills, and the ability to manage complex enterprise stakeholders under pressure.

Nice to have

• Experience with enterprise browsers, endpoint security, SASE/SSE products, or Chromium architecture.
• Identity and authentication expertise with SSO, SAML, OAuth/OIDC, Azure AD, or Okta.
• Ability to read JavaScript, C#, Go, or similar code and use Python, PowerShell, or Bash for log parsing and automation.
• Incident response experience and background supporting Fortune 500 or large enterprise customers.

Culture & Benefits

• Work at the intersection of enterprise customers and engineering teams.
• Contribute directly to product priorities and systemic improvements.
• Collaborate with a growing global escalation team.