Technical Support Engineer

TL;DR

Technical Support Engineer (Cybersecurity SaaS): Supporting customers as they deploy, configure, and report incidents with hirify.global products with an accent on troubleshooting, resolution, escalation, and documentation. Focus on managing customer communications, debugging problems, and liaising with engineering, sales, and field teams.

Location: Remote United Kingdom

Company

hirify.global is the global identity security leader protecting Paths to Privilege™ through cyber security SaaS portfolio, trusted by 20,000 customers including 75 of the Fortune 100.

What you will do

• Manage customer communication and expectations via phone, email, and chat.
• Troubleshoot and debug customer problems for assigned accounts.
• Act as liaison to Engineering, Sales, and Field Engineer teams.
• Transition product issues to Engineering and enhancements to Product Management, tracking status with customers.
• Escalate critical issues to Technical Support Manager.
• Participate in on-call rotation for the assigned product team.

Requirements

• Bachelor’s degree preferred in a related technical field.
• 5 years in enterprise software customer support and/or IT related support.
• Proficient knowledge of Windows based server OS such as Microsoft Windows Server.
• Strong dedication to customer care and team interaction skills.
• Excellent verbal and written communication skills.
• Knowledge of Active Directory and GPO, Network Topology/Layers, Networking Tools, AV/Firewall Rules, Secure machine-to-machine communications, Virtualization, Windows Account Administration, Security software, DNS.

Culture & Benefits

• Culture of flexibility, trust, and continual learning.
• Recognition for growth and impact on success.
• Surrounded by people who challenge, support, and inspire.
• Diversity and inclusion as guiding values.
• Build teams, cultivate leaders, and create connected culture.