Support Engineer (Cybersecurity)

TL;DR

Support Engineer (Cybersecurity): Providing high-quality technical support for enterprise customers and partners with an accent on troubleshooting complex issues across SaaS environments. Focus on resolving REST API integration challenges, managing bug reports, and ensuring operational excellence within a 24x7 global support team.

Location: Austin, Texas (Hybrid/Remote-friendly options available for US and UK based candidates).

Salary: $65,000 – $85,000

Company

hirify.global is a cybersecurity company that transforms recaptured darknet data to disrupt cybercrime and protect identities worldwide.

What you will do

• Provide technical support for enterprise customers via phone, email, and web tools.
• Troubleshoot technical issues to establish root causes and develop effective workarounds.
• Reproduce customer issues, file bug reports, and escalate cases to engineering when necessary.
• Maintain high standards for response quality, timeliness, and overall customer satisfaction.
• Communicate product and service improvement opportunities to internal teams.
• Track support metrics and share findings to enhance operational processes.

Requirements

• 3+ years of customer support experience in technical environments.
• Bachelor's degree in a technical field (e.g., Computer Science, Information Systems) required.
• Strong proficiency with internet technologies and REST API interactions (synchronous/asynchronous).
• Experience with SaaS solutions, DevOps practices, and programming languages like Python, JSON, or JavaScript.
• Must be legally authorized to work in the US or UK without sponsorship.
• Exceptional problem-solving skills and ability to manage multiple projects under deadlines.

Nice to have

• Experience in cybersecurity, ATO prevention, or Zendesk.
• Familiarity with Active Directory, Windows system administration, and PowerShell scripting.
• Experience creating technical documentation.

Culture & Benefits

• Comprehensive health, vision, and dental insurance with HSA options.
• 401(k) retirement plan with employer contribution.
• Generous PTO plan and 16 paid holidays per year.
• Employer-paid life, short-term, and long-term disability insurance.
• Engaging workspace in South Austin with flexible, remote-friendly work options.
• Collaborative environment focused on the mission of disrupting cybercrime.