Application Support Engineer (Enterprise)

TL;DR

Application Support Engineer (Enterprise): Providing end-to-end technical support for enterprise customers across L1, L2, and L3 levels with an accent on network connectivity and platform infrastructure. Focus on troubleshooting VPN/SSH configurations, managing on-premise and cloud deployments, and collaborating with engineering teams to resolve complex system issues.

Location: Hybrid (New York, NY). Requires three days per week at the NYC Office.

Company

hirify.global is an enterprise SaaS company providing technical solutions for its global customer base.

What you will do

• Field inbound customer inquiries via chat and email, resolving platform issues end-to-end.
• Diagnose connectivity, integration, and infrastructure issues including VPN, SSH, firewalls, and proxy configurations.
• Support on-premise and cloud/hybrid deployments, including SSO and authentication configurations.
• Collaborate with Engineering, DevOps, and Product teams to escalate and resolve deep-level bugs and infrastructure issues.
• Create and maintain user-facing documentation, help center content, and knowledge base articles.
• Engage directly with enterprise IT and network teams during customer calls and meetings.

Requirements

• 3+ years of experience in a technical or application support role, ideally within an Enterprise SaaS environment.
• Solid Linux fundamentals, including command line proficiency, log analysis, and diagnostic commands.
• Strong networking knowledge: TCP/IP, DNS, firewalls, NAT, proxy configurations, and port forwarding.
• Hands-on experience with SSH and VPN setup, tunneling, and troubleshooting.
• Must be based in New York and available to work in the office 3 days a week.
• Willingness to travel occasionally for on-site customer visits.