Senior Technical Support Engineer (Cybersecurity)

TL;DR

Senior Technical Support Engineer (Cybersecurity): Providing high-level technical resolution for complex data security and AI trust infrastructure issues with an accent on deep investigation and root cause analysis. Focus on diagnosing complex product behavior, reproducing customer issues, and collaborating with engineering to improve product supportability.

Location: Remote (US) / St. Louis

Salary: $90,000 - $110,000

Company

hirify.global is an AI-driven data security company providing trust infrastructure for the Fortune 1000 to embrace AI safely.

What you will do

• Own escalated technical cases from Tier 1 and drive them through investigation to resolution or clean Engineering escalation.
• Diagnose and troubleshoot complex behaviors related to data discovery, classification, DLP workflows, and AI security.
• Reproduce customer issues, analyze logs, and validate configurations to isolate root causes.
• Develop and validate customer-safe workarounds for known issues or environmental constraints.
• Collaborate with Product, Engineering, and DevOps to resolve product-impacting issues and identify supportability gaps.
• Mentor Tier 1 engineers on technical troubleshooting and customer communication best practices.

Requirements

• 3+ years of experience in technical support, SaaS, or cybersecurity support.
• Must be based in the USA.
• Working knowledge of SQL, APIs, logs, scripting concepts, and cloud-based troubleshooting.
• Experience with ticketing and escalation workflows using Zendesk, Jira, and Salesforce.
• Strong ability to investigate complex issues and explain technical findings clearly to stakeholders.
• Willingness to participate in on-call, weekend, and holiday coverage.

Nice to have

• Experience in DSPM, DLP, IAM, SIEM, CASB, or CNAPP domains.
• Hands-on experience with AWS, Azure, or GCP networking and storage systems.
• Experience with SSO, SAML, OAuth, SCIM, and RBAC troubleshooting.
• Experience writing RCA summaries and troubleshooting runbooks.

Culture & Benefits

• Ability to work remotely with office setup reimbursement.
• Unlimited PTO, paid holidays, and sick time.
• Comprehensive health, vision, and dental insurance.
• Life, short-term, and long-term disability insurance.