Senior Support Engineer

Location: Remote, South Korea

Company

hirify.global provides an intelligent orchestration platform for DevSecOps used by organizations to improve developer productivity, operational efficiency, security, compliance, and software delivery.

What you will do

• Act as an escalation point for complex customer interactions and resolve difficult issues through Zendesk, merge requests, email, and video calls.
• Investigate Linux systems, logs, application behavior, and the Ruby on Rails codebase to reproduce bugs and contribute fixes.
• Mentor teammates on troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.
• Improve support practices, product quality, documentation, reusable support content, and troubleshooting tools.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to influence fixes, features, roadmaps, and priorities.
• Participate in weekday and weekend daytime on-call rotations, incident communications, and Support team hiring.

Requirements

• Experience owning complex customer-facing technical cases from triage and reproduction through bug reporting, resolution, and customer communication.
• Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments.
• Ability to investigate issues at both infrastructure and application levels.
• Ability to mentor teammates and collaborate with Product, Engineering, and Sales teams.
• Familiarity with DevOps practices and technologies including Kubernetes and serverless computing.
• Ability to learn, collaborate across teams, and apply transferable skills from technical support or engineering roles.

Culture & Benefits

• Globally distributed Support Engineering organization working asynchronously across the Americas, Europe, the Middle East and Africa, and Asia-Pacific.
• Flexible shift structures designed to support personal lives while meeting customer needs.
• Health, financial, and well-being benefits, flexible paid time off, and parental leave.
• Equity compensation and an employee stock purchase plan.
• Team Member Resource Groups and a Growth and Development Fund.
• AI is expected to be used as a core productivity multiplier in daily workflows.