Senior Customer Support Engineer (Tier 3, Customer Escalations)

TL;DR

Senior Customer Support Engineer (Tier 3, Customer Escalations): Owning and resolving complex, high-severity technical escalations for a distributed networking platform with an accent on deep-dive investigation, log analysis, and cross-functional collaboration. Focus on bridging the gap between customer issues and engineering solutions by building reproducible test cases and clear technical documentation.

Location: Must be based in Canada

Salary: $154,100–$192,960 CAD

Company

hirify.global is a distributed company building secure, easy-to-use networking software that interconnects people and devices globally.

What you will do

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff.
• Conduct deep-dive investigations, including log analysis and reproduction of difficult-to-isolate bugs.
• Lead technical calls with customers to build trust and communicate investigation progress.
• Create comprehensive engineering handoff packages with reproducible cases, evidence, and impact scope.
• Monitor escalation patterns to identify systemic issues and drive product improvements.
• Translate complex technical issues into clear narratives for both engineering and non-technical stakeholders.

Requirements

• Must be based in Canada
• 4+ years in a technical support or escalation role at a SaaS or infrastructure company.
• Hands-on networking experience (TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers).
• Deep familiarity with overlay networking concepts like WireGuard, UDP hole punching, and STUN.
• Code-level debugging capability in Go and Python, including reading pprof profiles and understanding goroutines.
• Strong systems administration skills across Linux, macOS, and Windows.

Culture & Benefits

• Competitive total compensation package including base salary and equity.
• Comprehensive group health, vision, and dental benefits with no waiting period.
• Remote-first environment with home office setup support and internet reimbursement.
• Annual professional development budget of $1500 USD.
• Flexible paid time off program and generous parental leave top-ups.
• Opportunities for in-person connection through company retreats and team off-sites.