Senior Technical Support Engineer (Azure)

TL;DR

Senior Technical Support Engineer (Azure): Acting as a technical authority for high-severity customer escalations and driving root cause analysis for complex cloud-hosted and hybrid application architectures with an accent on Azure infrastructure and networking. Focus on resolving P1/Sev1 incidents, stabilizing critical customer situations, and partnering with engineering teams to implement long-term corrective actions.

Location: Remote (Brazil)

Company

hirify.global provides software for infrastructure professionals to design, build, and operate resilient infrastructure across transportation, water, and energy sectors.

What you will do

• Lead high-severity (P1/Sev1) customer escalations as the senior technical authority on live bridges.
• Perform deep technical diagnostics on Azure-based infrastructure, hybrid architectures, and APIs.
• Partner with Escalation Managers to provide accurate technical narratives and evidence-based root causes.
• Collaborate with product and engineering teams to isolate issues and align on remediation.
• Mentor global support engineers and create diagnostic playbooks to reduce recurring escalations.

Requirements

• 10+ years of experience in senior technical support or escalation engineering for enterprise SaaS or cloud software.
• Practical expertise in Azure cloud architecture, Microsoft Windows Server, and networking fundamentals.
• Proficiency in packet-level troubleshooting using Wireshark, Fiddler, and HAR captures.
• Ability to interpret complex diagnostic data and explain findings to C-level stakeholders.
• Must have at least one current role-relevant cloud certification (or achieve one within 90 days).
• Must be based in Brazil.

Culture & Benefits

• Opportunity to act as a technical multiplier and mentor for a global support team.
• High-impact role influencing product roadmaps and observability improvements.
• Professional environment focused on critical infrastructure software.
• Commitment to being an equal opportunity employer with inclusive values.