Product Support Engineer (Cybersecurity)

TL;DR

Product Support Engineer (Cybersecurity): Providing technical assistance for the Insider Threat Management platform with an accent on troubleshooting complex software, OS, and integration issues. Focus on resolving customer tickets, managing escalations, and collaborating with engineering teams to ensure platform stability and customer success.

Location: Cork, Ireland

Company

hirify.global is a global leader in human- and agent-centric cybersecurity, protecting data and AI workflows for large enterprises worldwide.

What you will do

• Respond to technical support tickets and provide remote assistance via phone, email, and chat.
• Diagnose and troubleshoot complex issues related to software, networking, and hardware.
• Manage product escalations and act as a liaison between customers and tiered support teams.
• Install and upgrade software products within the Insider Threat Management platform.
• Document technical inquiries and develop knowledge-sharing content for internal and customer-facing platforms.
• Collaborate with Engineering and Product Management teams to resolve critical customer issues.

Requirements

• 3+ years of experience in Technical Support, Product Support, or a similar customer-facing technical role.
• Strong ability to read and analyze XML and JSON data, and troubleshoot REST APIs.
• Hands-on experience supporting and troubleshooting macOS environments.
• Experience deploying and managing macOS devices using MDM solutions like Jamf Pro or Microsoft Intune.
• Solid understanding of operating systems, web services, and networking fundamentals.
• Excellent written and verbal communication skills for technical and non-technical audiences.

Nice to have

• Experience administering and troubleshooting Microsoft Windows environments.
• Linux system administration skills including configuration, troubleshooting, and scripting (Bash, PowerShell, or Python).
• Experience with Salesforce for ticketing.

Culture & Benefits

• Competitive compensation and comprehensive benefits package.
• Flexible work environment.
• Opportunities for continuous learning and professional development.
• Annual wellness and community outreach days.
• Global collaboration and networking opportunities within a leading cybersecurity firm.