Escalation Engineer (Cloud Networking)

Location: Remote for candidates in the United States or Canada; ability to work Pacific or Mountain Time hours required. Off-hours escalation support and an on-call rotation are required.

Salary: $100,000–$150,000 USD per year.

Company

hirify.global is a cloud networking company building a programmable platform for connecting, securing, and operating enterprise clouds, sites, partners, data centers, and AI workloads.

What you will do

• Own root cause analysis and serve as the primary contact for critical issues affecting high-value customers.
• Troubleshoot and resolve technical escalations in collaboration with Customer Success, Engineering, QA, and development teams.
• Identify, reproduce, test, and report software bugs, then verify fixes and release versions.
• Support testing and automation coverage and provide feedback on new features and improvements.
• Create knowledge articles, troubleshooting guides, documentation, and training materials for internal and external support teams.
• Provide timely customer communication and participate in off-hours escalation support and on-call rotations.

Requirements

• At least 3 years of experience in technical support, design, or implementation.
• Strong networking fundamentals and expert troubleshooting skills with routing, tunneling, security protocols, QoS, and TCP/IP.
• Advanced Linux experience, including kernel-log analysis and configuration of networking components.
• Experience with troubleshooting tools such as IXIA, tcpdump, Wireshark, and iPerf3.
• Conceptual knowledge of cloud-native architecture, Kubernetes, REST APIs, and databases.
• Excellent written, oral, interpersonal, analytical, leadership, and customer-service skills; a bachelor’s degree in Computer Engineering, Management Information Systems, or equivalent experience is required.

Nice to have

• Experience with AWS, Azure, or GCP cloud networking.
• Knowledge of Python, Terraform, or other scripting.
• Experience designing or deploying large-scale networks.

Culture & Benefits

• Full-time employment with company benefits.
• Fast-paced, team-oriented environment focused on innovation, collaboration, and shared accountability.
• Opportunity to work on cloud-native enterprise networking and complex customer infrastructure.
• Background screening is required for selected candidates.

Hiring process

• Initial screening with the hiring manager.
• Technical interviews.