Solutions Support Engineer (Cloud Security & AI)

TL;DR

Solutions Support Engineer (Cloud Security & AI): Troubleshoot customer technical issues in the hirify.global product using debugging, networking, system administration, and incident coordination with an accent on scaling support through automations and coding/scripting. Focus on resolving complex cloud security problems across Azure, AWS, and GCP environments while supporting after-hours on-call coverage.

Company

hirify.global helps organizations secure cloud environments with cloud security solutions trusted by security teams worldwide.

What you will do

• Provide technical customer support for the hirify.global product, owning and resolving customer issues end-to-end.
• Troubleshoot problems using debugging, networking, and system administration; collaborate across teams and escalate when needed.
• Create, maintain, and coordinate incident management requests with product or engineering.
• Design and implement scalable support automations using coding and scripting.
• Participate in an on-call rotation for after-hours, holiday, and weekend support coverage.

Requirements

• Japanese: Fluency in Japanese is required
• English: Business level English is required
• 5+ years of hands-on technical experience in customer support, technical support, system administration, or a related customer-facing role.
• 2+ years of experience with cloud technologies (Azure, AWS, GCP).
• Ability to read/debug code in Java, Python, Shell, JavaScript, and/or JSON.
• Proficiency with command-line tools and Linux; experience with Kubernetes, virtualization, hybrid/on-prem cloud, cloud identity & security, monitoring/logging, and storage.

Nice to have

• Experience with DevOps technologies.
• Familiarity with REST APIs or GraphQL.
• Knowledge of basic web technologies (HTTP, HTML, DNS) and networking fundamentals (TCP/IP, VPNs, VLANs, peering, load balancing).
• Understanding of relational databases.

Culture & Benefits

• Global support team with collaboration across countries.
• After-hours, holiday, and weekend coverage via an on-call rotation.
• Opportunity to scale support operations through automations and technical problem-solving.
• Startup environment focused on fast growth and significant impact.

Hiring process

• Application review with focus on Japanese fluency, cloud support experience, and technical troubleshooting skills.
• Interviews to assess hands-on support, debugging, and automation/coding capability.

Location: Remote (Japan). Must have legal right to work in Japan without visa sponsorship.