Escalation Engineer (Cybersecurity)

TL;DR

Escalation Engineer (Cybersecurity): Leading technical investigations and resolving complex customer issues for an enterprise security platform with an accent on SaaS troubleshooting and web debugging. Focus on collaborating with R&D to drive product improvements and ensuring operational excellence for Fortune 500 clients.

Location: Must be based in Toronto

Company

hirify.global is an enterprise security platform that unifies AI enablement, network access, data protection, identity, and endpoint control into a single coherent workspace.

What you will do

• Own and manage escalated customer cases through deep technical investigations in collaboration with R&D.
• Partner directly with Fortune 500 enterprise customers to drive timely and effective resolutions.
• Identify and report product issues to Engineering, influencing prioritization and product direction.
• Serve as the customer's advocate in internal discussions to ensure satisfaction and operational excellence.
• Contribute to knowledge sharing by creating internal documentation and technical case insights.

Requirements

• 5+ years of experience in Customer Support or Technical Escalations (Tier 3 or equivalent).
• Strong background in SaaS and Cloud-based troubleshooting.
• Proficiency in web debugging and analysis, including network traces, browser developer tools, and console logs.
• Familiarity with alerting, monitoring, and diagnostic tools.
• Experience or understanding of Cybersecurity concepts and technologies.
• Ability to read and interpret code in JavaScript, C#, or similar languages.

Culture & Benefits

• Opportunity to be part of a rapidly expanding global team.
• Supportive and growth-oriented work environment.
• Chance to deliver exceptional support experiences to some of the world's largest enterprises.