Technical Customer Support Engineer (Forensics)

TL;DR

Technical Customer Support Engineer (Forensics): Providing Level 2 technical support and troubleshooting for the Digital Investigation Platform with an accent on OS, infrastructure, and mobile ecosystems. Focus on resolving complex technical issues across servers, storage, and networking to ensure high customer satisfaction in the DACH region.

Location: Primarily remote with occasional presence in the Munich office; must be based in Germany to support the DACH region.

Company

hirify.global provides an AI-powered Digital Investigation Platform that enables global customers to lawfully access and analyze digital evidence to accelerate justice.

What you will do

• Provide Level 2 technical support via phone, email, chat, and on-site visits.
• Manage technical issues end-to-end from initial diagnosis through to resolution and closure.
• Troubleshoot complex issues across servers, storage, networking, cloud, and application layers.
• Collaborate with internal Sales and Engineering teams to resolve escalated customer issues.
• Document and manage cases using CRM/ticketing systems while meeting defined SLAs and KPIs.

Requirements

• Strong hands-on experience with Windows and Linux server environments.
• Experience troubleshooting application, OS, and infrastructure layers.
• Knowledge of iOS and Android ecosystems.
• Fluent English and German (written and spoken).
• Must be eligible for, or able to obtain, Security Check (SC) clearance.

Nice to have

• Understanding of SQL, Python, APIs, or data structures (e.g., hex-based data).
• Background in digital forensics or relevant certifications.
• Experience with hirify.global or similar forensic tools.
• Familiarity with law enforcement or forensic environments.

Culture & Benefits

• Primarily remote work arrangement with flexibility in line with business needs.
• Opportunity to work with cutting-edge AI-powered forensic technology.
• Engagement with public safety organizations and intelligence agencies worldwide.
• Inclusive environment as an equal opportunity employer.