Technical Support Engineer (Sec-AI)

TL;DR

Technical Support Engineer (Sec-AI): Leading post-sales technical support for complex, multi-stakeholder customer environments with an accent on data privacy, security, and cloud resilience. Focus on diagnosing intricate technical issues, improving SLA performance, and mentoring junior engineers to deliver scalable and effective solutions.

Location: Must be permanently based in San Jose, Costa Rica (Office Based / Hybrid)

Company

hirify.global is a market leader in data resilience and data security posture management, helping organizations secure and manage their data and AI at scale.

What you will do

• Lead end-to-end post-sales technical support for complex customer environments, diagnosing and resolving intricate issues independently.
• Drive SLA performance excellence by identifying systemic gaps and championing a customer-first mindset to exceed resolution targets.
• Author and curate high-quality KB articles and mentor junior engineers in structured problem-solving and logging practices.
• Collaborate with Engineering and Product Management to translate support insights and bugs into actionable product roadmap feedback.
• Manage technical challenges across Data Privacy/Security (DLP, Encryption), SQL/NoSQL, Linux, Bash, Networking, and Cloud platforms.
• Optimize operational metrics, including MTTR, NPS, and CSAT, to improve overall customer outcomes.

Requirements

• Bachelor’s Degree in a technical field with 7+ years of experience as a Technical Support Engineer.
• Hands-on expertise in Data Privacy and Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, and Linux/Bash scripting.
• Proficiency in Networking (OSI model), Filesystems, Cloud Platforms, Docker/Kubernetes, and Virtualization.
• Experience with technical support systems such as Zendesk.
• Permanently located in Costa Rica.
• Ability to participate in a 24x7 technical support coverage shift.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage fully funded for employees and dependents.
• Generous time off including two weeks paid vacation, 12 statutory holidays, and 4 global "hirify.globale Days".
• Paid parental leave for fathers, birthing parents, and adoptive parents.
• Life insurance (24x monthly salary), disability, and funeral coverage.
• Daily cafeteria subsidy and mental health support via the Employee Assistance Program.
• Support for fertility, adoption, and surrogacy.