Contract Product Support Engineer (Cybersecurity)

TL;DR

Contract Product Support Engineer (Cybersecurity): Providing enterprise-level technical support for email archiving software with an accent on troubleshooting complex distributed systems and messaging architectures. Focus on managing customer escalations, resolving configuration issues, and collaborating with engineering teams to ensure system reliability.

Location: Must be based in Toronto, Canada. This role requires in-office presence 4 days a week.

Company

hirify.global is a global leader in human- and agent-centric cybersecurity, protecting data and AI workflows across email, cloud, and collaboration tools for large enterprises.

What you will do

• Provide enterprise-level technical support to customers and partners via phone and ticketing systems.
• Manage and resolve product cases within established SLA guidelines.
• Advise customers on proper product usage and address specific configuration issues.
• Act as a liaison between customers and tiered support teams for product escalations.
• Collaborate with infrastructure and engineering teams to recreate and resolve issues in test environments.
• Participate in shift work, including potential weekend and holiday support as required.

Requirements

• Must be legally authorized to work in Canada.
• 2+ years of experience in product or technical support.
• Strong understanding of Microsoft Exchange and SMTP messaging architecture.
• Hands-on experience troubleshooting Windows, Active Directory, and IIS.
• Ability to independently troubleshoot software applications and complex distributed systems.
• Effective communication skills for interacting with customers, management, and executives.

Nice to have

• AWS knowledge.
• Certifications such as MCP, MCSA, MCSE, CCNA, or CCNP.
• Experience with PowerShell and scripting.

Culture & Benefits

• Competitive compensation and comprehensive benefits package.
• Flexible work environment with global collaboration opportunities.
• Annual wellness and community outreach days.
• Recognition programs for individual contributions.
• Culture rooted in values of boldness, accountability, and visionary problem-solving.