Technical Support Engineer (Wi-Fi & Switching)

TL;DR

Technical Support Engineer (Wi-Fi & Switching): Providing expert technical support for hirify.global's wireless and switching product range with an accent on troubleshooting complex network issues and customer communication. Focus on analyzing packet traces, reproducing customer environments, and ensuring high-quality resolution of technical cases.

Location: Must be based in or able to work from Frankfurt, Germany (Hybrid)

Company

hirify.global is a global leader in cybersecurity, protecting people, devices, and data through its integrated Security Fabric platform.

What you will do

• Provide direct technical support via phone and remote sessions for wireless and switching products.
• Analyze configuration information, network data, and packet traces to recommend corrective actions.
• Reproduce customer environments on lab equipment to troubleshoot complex issues.
• Manage technical cases from initial contact through to resolution and closure.
• Provide customer education to bridge knowledge gaps regarding networking and product functionality.
• Consult technical documentation and release notes to resolve known problems.

Requirements

• 5 to 7 years of experience in technical support within a wireless networking or security company.
• Strong proficiency in English and German (written and verbal).
• Deep understanding of Wi-Fi 802.11 networks, TCP/IP, routing protocols, and L2/L3 switches.
• Experience with security products including firewalls, IPsec, and IDS/IPS.
• Working knowledge of Windows, macOS, UNIX, or Linux.
• Familiarity with dynamic routing protocols (OSPF, BGP) and authentication methods (LDAP, SSO).

Nice to have

• Industry certifications such as FCNSA, CCNA, CCNP, or CWSP.
• Previous call center experience supporting data networking or security products.
• Programming skills in Python, Perl, or SQL.

Culture & Benefits

• Collaborative team environment focused on continuous improvement and innovation.
• Competitive Total Rewards package supporting health and financial well-being.
• Opportunity to work with a global customer base of over 660,000 organizations.
• Supportive work environment encouraging diversity and professional growth.