Associate Technical Support Engineer

TL;DR

Associate Technical Support Engineer (Technical Support): Provide first-line, customer-facing support for enterprise users of ICS/OT cybersecurity products with an accent on triaging and resolving known issues, using AI tools to draft and verify case work, and escalating complex problems while maintaining ownership. Focus on documenting cases end-to-end, supporting upgrades and configuration changes, and contributing to a knowledge base using KCS practices.

Location: United States

Salary: $72,000

Company

hirify.global provides ICS/OT cybersecurity technology, threat intelligence, and services to protect critical infrastructure.

What you will do

• Act as the primary contact for support requests via email, chat, phone, and tickets, communicating clearly throughout each case.
• Triage cases by severity and impact, then troubleshoot and resolve common, known issues using documented solutions and prior cases.
• Use AI tools to work cases faster by drafting responses, summarizing histories, and surfacing relevant knowledge—while verifying outputs and owning the final result.
• Escalate complex issues to Tier 2/Tier 3 while staying on the case in a hybrid tiered-and-swarming model.
• Document each case thoroughly (system details, error messages, and steps already attempted) and support routine upgrades, patches, and configuration changes.
• Contribute to the knowledge base using Knowledge-Centered Service (KCS) practices and participate in a weekend on-call rotation (~1 weekend/month).

Requirements

• 1–3 years of technical support, IT, or a customer-facing technical role (or equivalent demonstrated ability).
• Working familiarity with the Linux command line and core networking concepts, or strong drive to learn them quickly.
• Comfort using AI tools day to day with the judgment to verify outputs and the understanding that the engineer owns the result.
• Excellent communication skills: clear, calm, and professional with enterprise customers; able to explain technical concepts to both technical and non-technical audiences.
• Strong troubleshooting and problem-solving skills with a methodical, curious approach to resolution.
• Self-starter mindset with ownership and motivation for protecting critical infrastructure.

Culture & Benefits

• Fully remote role with a remote-first culture.
• Comprehensive benefits plan and competitive equity package.
• Weekend on-call rotation approximately one weekend per month for time-sensitive coverage.
• Mission-driven, customer-facing work focused on safeguarding power grids, water systems, pipelines, and manufacturing plants.