Customer Support Engineer (Networking)

TL;DR

Customer Support Engineer (Networking): Providing Tier 2 technical support for users of a secure networking platform with an accent on complex troubleshooting of ACLs, subnet routing, and identity provider integrations. Focus on diagnosing advanced networking issues, mentoring Tier 1 staff, and collaborating with Product/Engineering to reduce user friction.

Location: Remote (United Kingdom)

Salary: £76,630 - £95,590 GBP

Company

hirify.global is building a secure and easy way to interconnect people and devices globally using a distributed networking model.

What you will do

• Serve as the primary escalation point for complex technical tickets from paying customers, taking full ownership through to resolution.
• Diagnose and troubleshoot advanced issues including ACL misconfigurations, subnet routing, exit nodes, and SSO integrations.
• Manage ticket queues with a focus on SLA adherence and maintaining high CSAT scores.
• Mentor Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions.
• Partner cross-functionally with CX and Product/Engineering teams to identify and resolve recurring user friction points.

Requirements

• Must be based in the United Kingdom.
• 4+ years of experience in technical support within a SaaS company, specifically handling escalated or enterprise accounts.
• Strong working knowledge of networking fundamentals: TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing.
• Proficiency in troubleshooting across macOS, Windows, Linux, and mobile platforms.
• Experience with identity providers and SSO integrations (e.g., Okta, Google Workspace, Azure AD).
• Basic experience troubleshooting Kubernetes environments, including pod networking and kubectl.

Nice to have

• Hands-on familiarity with hirify.global or comparable networking/VPN products like WireGuard.
• A "tinkerer's mindset" demonstrated through personal projects, homelabs, or open-source contributions.

Culture & Benefits

• Remote-first environment with access to corporate co-working programs (e.g., WeWork).
• Competitive total compensation package including base salary and equity.
• Comprehensive health, vision, and dental coverage with no waiting period.
• $1500 USD annual budget for professional development.
• Flexible paid time off and paid parental leave (up to 20 weeks for birthing parents).
• Home office setup allowance, including a choice of laptop and monthly internet reimbursement.