Escalation Engineer (Cybersecurity)

TL;DR

Escalation Engineer (Cybersecurity): Building and scaling the technical support function for an AI-powered data security platform with an accent on troubleshooting complex endpoint DLP issues and managing high-priority customer escalations. Focus on collaborating with engineering teams to resolve critical bugs, improving support processes, and ensuring exceptional customer satisfaction in a high-growth environment.

Location: Must be based in Mexico

Company

hirify.global is a well-funded security startup revolutionizing data protection through AI-enabled data lineage that analyzes workflows to detect and stop threats.

What you will do

• Take ownership of customer issues from initial troubleshooting to root cause identification and resolution.
• Serve as the primary point of contact for high-priority customer escalations.
• Collaborate with backline engineers to solve complex technical problems and document bugs.
• Create and maintain technical documentation and troubleshooting guides for the support knowledge base.
• Work with client stakeholders to understand their specific data security risks and threats.
• Develop processes and metrics to showcase support productivity and client satisfaction.

Requirements

• Must be based in Mexico
• 7+ years of experience in technical support for software solutions.
• Deep technical background in supporting and troubleshooting security or endpoint technologies.
• Proven experience with complex endpoint DLP solutions.
• Proficiency with Salesforce, JIRA, and Github.
• Strong ability to manage external and internal stakeholders and meet SLA expectations.

Culture & Benefits

• Opportunity to shape the support function at a fast-growing, well-funded startup.
• Work with a global team of experts from industry-defining companies.
• Collaborative environment focused on revolutionizing data security.
• Commitment to diversity and equal opportunity employment.