Senior Support Engineer (Enterprise Support)

TL;DR

Senior Support Engineer (Enterprise Support): Proactively managing high-risk customer support cases to reduce executive escalations with an accent on AI-driven risk evaluation and technical troubleshooting. Focus on investigating complex technical issues through log analysis, collaborating with product teams, and improving support operational efficiency.

Location: Remote (Must be based in the USA)

Salary: $40-45 USD per hour

Company

hirify.global is a technology solutions firm that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create new revenue streams and business lines.

What you will do

• Monitor and evaluate support cases to identify and mitigate high-risk situations and potential escalations.
• Collaborate with support engineers, product teams, and stakeholders to ensure timely issue resolution.
• Develop and improve AI-driven risk evaluation processes using historical data and prompt engineering.
• Perform technical investigations via log analysis, diagnostics, and documentation review.
• Analyze support trends to recommend workflow and operational improvements.
• Provide technical guidance on software, hardware, and cloud-based technologies to internal stakeholders.

Requirements

• Associate's degree in Computer Science, IT, or equivalent practical experience.
• 7–10 years of technical support experience supporting enterprise software, cloud platforms, or infrastructure.
• 5+ years of experience supporting Security, Identity Management, or Microsoft 365-related technologies.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills for technical and management audiences.
• Must be authorized to work in the US (implied by benefits and regional salary markers).

Nice to have

• Experience managing executive or high-visibility customer escalations.
• Knowledge of AI-assisted support workflows, prompt engineering, or automated case evaluation.
• Ability to analyze operational metrics to drive continuous process improvement.
• Experience working in remote, geographically distributed support organizations.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401k program and Flexible Spending Account (FSA).
• Competitive PTO offerings and Parental Leave.
• Opportunities for professional growth and development.
• Collaborative environment with a focus on solving unique business problems.