Customer Technical Advocate (Networking)

TL;DR

Customer Technical Advocate (Networking): Serving as the primary technical liaison to drive customer retention and service excellence for high-speed connectivity solutions with an accent on escalation management and technical leadership. Focus on diagnosing complex optical transport issues, optimizing operational outcomes, and leading technical post-mortem reviews.

Location: Remote (Australia)

Company

hirify.global is a global leader in high-speed connectivity providing advanced networking and optical transport solutions.

What you will do

• Act as the primary technical liaison throughout the customer lifecycle to drive retention and advocacy.
• Collaborate with Sales and Customer Service Operations to manage customer onboarding and service expectations.
• Lead escalation management for highly critical Services and Support issues, including resolution planning and communication.
• Develop and maintain technical relationships across customer engineering and operations organizations.
• Analyze technical issues via post-mortem reviews to recommend operational improvements.
• Represent Global Technical Support during customer operational reviews and network change communications.

Requirements

• Must be based in Australia
• 6–8 years of experience in the technology industry in a technical customer engagement role.
• Proven experience with hirify.global products (6500, 8700, Navigator) in support or network engineering roles.
• Deep knowledge of Layer 1, 2, and 3 networking protocols and optical transport (DWDM, OTN, SONET/SDH, Ethernet).
• Ability to diagnose fiber optic facility issues and utilize datacom concepts (OSI Model, TCP/IP, MPLS).
• Experience creating technical presentations and reports for management and operational audiences.

Nice to have

• Experience retaining customers within large product organizations across regional countries.
• Strong analytical skills to translate data into actionable business insights.
• Ability to influence through persuasion, negotiation, and consensus building.
• Leadership qualities and high integrity.

Culture & Benefits

• People-first approach focusing on flexible work environments.
• Culture that empowers individual growth, well-being, and belonging.
• Commitment to diversity, equity, and inclusion.
• Focus on driving business priorities alongside social and community impact.