Technical Support Engineer (Sec-AI)

TL;DR

Technical Support Engineer (Sec-AI): Leading end-to-end post-sales technical support for complex customer environments with an accent on data privacy, security, and cloud infrastructure. Focus on diagnosing intricate issues, optimizing SLA performance, and mentoring junior engineers to improve operational excellence.

Location: Must be permanently based in San Jose, Costa Rica (Hybrid)

Company

hirify.global is the Data and AI Trust Company specializing in data resilience and security posture management for over 550,000 customers worldwide.

What you will do

• Lead end-to-end post-sales technical support for complex, multi-stakeholder environments, diagnosing and resolving intricate issues.
• Drive SLA performance excellence by identifying systemic gaps and improving team workflows.
• Create and curate high-quality KB articles from root cause analyses and mentor junior engineers in problem-solving.
• Collaborate with Engineering and Product Management to translate support insights into product roadmap improvements.
• Manage operational excellence by tracking and improving MTTR, NPS, and CSAT metrics.
• Provide deep technical expertise in Data Privacy, Security, SQL/NoSQL, Linux, Networking, and Cloud platforms.

Requirements

• Fluency in Portuguese (written and spoken).
• English proficiency required for all internal communication and documentation.
• Bachelor’s Degree in a technical field with 7+ years of experience as a technical support engineer.
• Hands-on experience with Data Privacy and Security (DLP, Encryption, Access, Classification).
• Proficiency in SQL/NoSQL databases, Linux, Bash scripting, Networking (OSI model), and Virtualization.
• Experience with Cloud Platforms, Docker, and Kubernetes containers.

Nice to have

• Understanding of Data Security and Privacy regulations.
• Proficiency in technical support systems such as Zendesk.

Culture & Benefits

• Fully employer-paid medical, dental, and vision insurance for employees and dependents.
• Employee Assistance Program (EAP) with confidential therapy, legal, and financial counseling.
• Company-provided life and disability insurance.
• Paid time off, statutory holidays, and company-wide hirify.globale Days for wellbeing.
• Competitive maternity, paternity, and adoption leave programs.
• Paid volunteer time through the hirify.global Cares program.