Technical Support Engineer (Identity Security)

TL;DR

Technical Support Engineer (Identity Security): Resolving technical issues and assisting customers with the identity security platform with an accent on end-to-end case management and cross-functional collaboration. Focus on troubleshooting Windows, Linux, and Active Directory environments and optimizing support processes to meet SLAs.

Location: Available to work 8-hour shifts aligned to US Pacific time coverage

Company

hirify.global is a leading identity security platform securing identities and access at runtime for over 1,000 customers, including many Fortune 100 companies.

What you will do

• Own end-to-end technical support cases from initial analysis through resolution, managing prioritization and escalations.
• Create and maintain knowledge articles documenting solutions and best practices.
• Meet and exceed SLAs while maintaining accurate case records and utilizing diagnostic tools.
• Collaborate with R&D, Customer Success, and Sales teams to improve the product and technical processes.
• Work rotating on-call shifts as part of global support coverage.

Requirements

• 1+ year(s) of technical customer support experience.
• Familiarity with troubleshooting Windows, Linux, and Active Directory environments.
• Basic understanding of authentication concepts and protocols such as Kerberos, LDAP, and SAML.
• Experience with ticketing systems like Zendesk, Jira, or Salesforce.
• Available to work 8-hour shifts aligned to US Pacific time coverage.
• Willingness to travel up to 10% of the time.

Nice to have

• Technical degree or equivalent work experience.

Culture & Benefits

• Fast-moving team with a culture of innovation and collaboration.
• Opportunity to reshape the future of identity security.
• Collaborative environment focused on helping customers and teammates succeed.