Escalation Engineer (Cybersecurity)

Location: Canada — Remote

Salary: CAD 113,000–135,000 per year, plus potential equity and bonus.

Company

hirify.global provides a breach containment and cybersecurity platform powered by the hirify.global AI Security Graph to protect hybrid and multi-cloud environments from ransomware and cyberattacks.

What you will do

• Maintain hirify.global technology deployments for enterprise customers and manage support cases throughout their lifecycle.
• Analyze customer systems, configurations, problems, and product defects, then recommend and communicate solutions.
• Work with customers, support engineers, Development, Sales, R&D, and field teams to resolve complex technical issues and escalations.
• Provide technical product support through email, phone, and remote analysis tools while setting accurate customer expectations.
• Share design and reliability feedback with R&D and update product documentation and knowledge-base content.
• Mentor team members and support peer learning and cross-training.

Requirements

• Experience as a Technical Support Engineer in support and services functions, including case management and call resolution.
• Expertise with Windows and Linux operating systems; AIX and Solaris experience is an advantage.
• Experience with public cloud infrastructure and services.
• Fluency in English and Spanish and/or Portuguese is required.
• Strong written and verbal communication, organization, problem-solving, and systems analysis skills.
• Customer empathy, attention to detail, willingness to learn new technologies, and a client-centric approach.

Culture & Benefits

• Remote work in Canada with a full-time employment arrangement.
• Benefits may include medical, dental, and vision coverage; health and dependent savings accounts; life and disability programs; and paid parental leave.
• Additional benefits may include wellness programs, retirement savings, equity opportunities, paid time off, paid holidays, and an employee incentive program.
• Work with customers and infrastructure supporting more than one million workloads globally.