Senior Technical Support Engineer (Sovereign Cloud)

TL;DR

Senior Technical Support Engineer (Sovereign Cloud): Resolving complex technical issues across the hirify.global platform with an accent on cloud-native architectures, log management, and sovereign cloud compliance. Focus on driving rapid resolution of high-severity incidents, troubleshooting distributed systems, and ensuring data residency requirements in regulated environments.

Location: Must be based in Ireland

Company

hirify.global provides a cloud-native observability and security platform designed to help organizations gain real-time insights from their machine data.

What you will do

• Resolve complex technical issues involving ingestion pipelines, search, analytics, and Cloud SIEM capabilities.
• Manage high-severity (P1/P2) escalations, coordinating with Engineering, SRE, and Product teams for rapid resolution.
• Troubleshoot cloud-native architectures, including AWS, APIs, containers, and networking.
• Diagnose performance bottlenecks, slow queries, and data pipeline failures through log and metric analysis.
• Develop knowledge base articles, runbooks, and automation to scale support delivery.
• Participate in a 24/7 on-call rotation as part of a global follow-the-sun model.

Requirements

• Must be based in Ireland.
• 5–8+ years of experience in technical support or SRE within a SaaS environment.
• Strong troubleshooting skills in distributed systems and cloud environments (AWS preferred).
• Experience with log management, observability, or SIEM platforms.
• Proficiency in Networking (TCP/IP, DNS, HTTP/S), Linux/Unix, APIs, and scripting (Python, Bash).
• Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls.

Nice to have

• Familiarity with containerized environments such as Kubernetes and Docker.
• ITIL or incident management certifications.
• Proficiency in an additional European language (German, French, Spanish, Italian, or Dutch).

Culture & Benefits

• Work within a global support organization using a follow-the-sun model.
• Opportunity to act as a trusted advisor for customers in highly regulated and sovereign cloud sectors.
• Collaboration with cross-functional global teams to drive platform improvements.
• Focus on operational excellence and the use of AI/automation to improve efficiency.