Senior Technical Support Engineer (Observability)

TL;DR

Senior Technical Support Engineer (Observability): Providing enterprise-level support for telemetry infrastructure and observability products with an accent on troubleshooting distributed systems and complex technical issues. Focus on diagnosing customer problems, documenting knowledge, and ensuring system reliability for large-scale IT and security environments.

Location: Must be based in the United States

Salary: $90,000 - $141,000 USD

Company

hirify.global is a fast-growing, remote-first company building the AI-powered telemetry infrastructure for the world's largest enterprises.

What you will do

• Develop deep technical expertise in hirify.global Stream and related observability products.
• Provide high-quality technical support to enterprise customers via Slack, email, and online meetings.
• Research, diagnose, and troubleshoot complex customer issues in distributed systems.
• Follow standard procedures for issue escalation and resolution.
• Document technical solutions, knowledge base articles, and participate in community forums.
• Participate in on-call, stand-by, or off-hours duties as required.

Requirements

• Must be based in the United States
• 5+ years of experience supporting enterprise customers or working with distributed systems.
• Strong technical background in Linux, AWS, Azure, and Networking.
• Expert-level troubleshooting, problem-solving, and critical thinking skills.
• Excellent written and verbal communication skills for client-facing interactions.
• BS degree in Computer Science or equivalent professional experience.

Nice to have

• Experience with Splunk, Elasticsearch, or LogStash.
• Proficiency in Regex and JavaScript.

Culture & Benefits

• Generous benefits package including health, dental, vision, and life insurance.
• 401(k) retirement plan and equity participation.
• Paid holidays and time off.
• Fertility treatment benefits.
• Remote-first culture focused on collaboration and professional growth.