Enterprise Support Engineer

TL;DR

Enterprise Support Engineer: Supporting strategic enterprise customers by troubleshooting network and system issues, validating upgrades, and guiding customers to optimize hirify.global products with an accent on root-cause debugging, protocol-level analysis, and after-hours escalation readiness. Focus on building test environments that mirror production and partnering with Engineering to resolve high-severity incidents.

Location: USA - Remote

Company

hirify.global provides network operations and enterprise infrastructure solutions that help organizations run networks securely and reliably.

What you will do

• Partner with dedicated enterprise clients to understand requests and optimize the use of hirify.global products and services.
• Perform quarterly health checks to ensure system performance.
• Use in-depth troubleshooting and debugging to identify root causes across systems, databases, and applications.
• Set up test environments mirroring customer production and test upgrades using customer or representative data.
• Open and manage support tickets with Engineering, including steps to reproduce, and coordinate escalations to the right teams.
• Provide after-hours support on a rotating schedule and assist during maintenance windows.

Requirements

• 5+ years of experience with DNS, DHCP, and Linux.
• Deep knowledge of networking protocols and experience debugging network issues (including packet capture and analysis).
• Strong experience with common protocols and services such as FTP, TFTP, NTP, SNMP, and syslog.
• Ability to explain complex technical issues clearly to non-technical audiences.
• Experience managing enterprise customers and delivering excellent customer service.
• Ability to maintain composure and drive resolution during high-severity incidents.

Culture & Benefits

• Remote work with a customer-focused team.
• Rotating after-hours support to ensure consistent coverage for customers.
• Opportunities to continually develop skills across the technology portfolio.
• Emphasis on collaboration, integrity, and customer feedback.

Hiring process

• Interviews focused on technical troubleshooting, customer support experience, and communication skills.
• Discussion of support responsibilities, including after-hours coverage and escalation handling.