Customer Support Engineer (Networking)

TL;DR

Customer Support Engineer (Networking): Providing high-quality technical support for hirify.global's secure networking software with an accent on troubleshooting complex connectivity and identity provider issues. Focus on diagnosing ACL misconfigurations, subnet routing, and Kubernetes networking to ensure seamless user experience.

Location: Remote (Must be based in Canada)

Salary: $129,980 - $162,140 CAD

Company

hirify.global is building a secure way to interconnect people and devices through software that creates a simplified and safe version of the Internet.

What you will do

• Act as the primary escalation point for complex technical tickets from paying customers, taking full ownership through resolution.
• Diagnose and troubleshoot advanced issues including ACL misconfigurations, subnet routing, exit nodes, and identity provider integrations.
• Manage ticket queues with a consistent focus on SLA adherence and maintaining high CSAT scores.
• Collaborate cross-functionally with CX, Product, and Engineering teams to identify and reduce user friction.
• Mentor Tier 1 support staff through ticket reviews, escalation guidance, and documentation contributions.

Requirements

• 4+ years of experience in technical support within a SaaS company, handling escalated or enterprise accounts.
• Must be based in Canada.
• Strong working knowledge of networking fundamentals: TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing.
• Proficiency in troubleshooting across macOS, Windows, Linux, and mobile platforms.
• Experience with SSO/IdP integrations such as Okta, Azure AD, and Google Workspace.
• Basic experience troubleshooting Kubernetes environments and using CLI tools like kubectl.

Nice to have

• Hands-on familiarity with hirify.global or comparable networking/VPN products (e.g., WireGuard).
• A tinkerer’s mindset demonstrated through personal projects, homelabs, or open-source contributions.

Culture & Benefits

• Inclusive, remote-first environment with flexible work arrangements.
• Competitive total compensation including base salary and equity incentive plan.
• Comprehensive group health, vision, and dental benefits with no waiting period.
• Annual company retreats and support for intentional in-person connection with global teammates.
• Annual professional development budget of $1,500 USD.
• Home office setup stipend of $1,000 USD and monthly internet reimbursement.
• Generous parental leave program with top-ups for up to 26 weeks.