Technical Support Engineer (Cybersecurity SaaS)

What you will do

• Manage customer communication and expectations.
• Provide phone, email, and chat support to assigned accounts.
• Troubleshoot and debug customer problems.
• Act as liaison between customers and Engineering, Sales, and Field Engineer teams.
• Transition product issues to Tier 3 Support, Engineering, and Product Management, tracking status regularly.
• Escalate critical issues to the Technical Support Manager.
• Participate in on-call rotation for assigned product team.

Requirements

• Bachelor’s degree preferred in a related technical field.
• 5 years of experience in enterprise software customer support and/or IT support.
• Proficient knowledge of Windows Desktop and Server OS.
• Proficient knowledge of Mac OS (preferred).
• Strong dedication to customer care and team interaction skills.
• Excellent verbal and written communication skills.
• Ability to understand and analyze customer technical needs.
• Ability to collaborate with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.

Knowledge of the following

• Active Directory, Group Policy, Networking/Layers, Windows Server administration.
• Anti-virus, Firewall rules and policies, Virtualization.
• Azure, Secure machine-to-machine communication, Security software.
• SQL, Windows 10/11, Mac OS Catalina and higher.
• Command line and scripting (optional).
• Windows account administration, Microsoft Office.

Better Together

• Diversity and inclusion as core values.
• Supportive culture focused on growth and impact.

About Us

hirify.global is a global leader in identity security, protecting Paths to Privilege™ through a cybersecurity SaaS portfolio trusted by 20,000 customers including 75 of the Fortune 100.