Senior Support Engineer (Cybersecurity)

Location: Remote within the United States, with East/Central time zone alignment

Base salary: $100,000–$130,000 USD per year, plus equity and potentially sales commission or incentive compensation.

Company

hirify.global Security provides a SaaS security platform that protects business applications, identity environments, integrations, and sensitive data for global enterprises.

What you will do

• Own complex, high-severity, and escalated customer tickets through resolution as the top technical escalation point before Engineering.
• Diagnose issues involving APIs, identity and authentication, integrations, logs, telemetry, and product data flows.
• Design, build, and continuously tune agentic support systems for automated triage, resolution, and knowledge retrieval.
• Convert troubleshooting work into reusable automation, playbooks, and knowledge that support agents can execute.
• Identify failures in automation and agentic resolution to improve deflection and automated resolution quality.
• Partner with Product and Engineering on root cause analysis, bug escalation, permanent fixes, and technical support quality.

Requirements

• Hands-on experience in technical support or support engineering for a technical B2B SaaS product.
• Strong knowledge of APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging.
• Experience building or tuning automation or agentic and LLM-based support tooling, or clear aptitude for this work.
• Ability to turn one-off escalations into repeatable and automatable solutions.
• Comfort working with ambiguity while a support function is being rebuilt around technology.
• Must be authorized to work in the United States.

Nice to have

• Scripting or coding ability, such as Python, with comfort debugging at the API level.
• Experience with LLM and agent frameworks, retrieval-augmented generation, or workflow automation.
• Familiarity with identity provider and SaaS administration APIs, including Microsoft Graph and Entra.
• Experience in cybersecurity, identity, or SaaS security.

Culture & Benefits

• Equity and competitive compensation.
• 401(k) and comprehensive healthcare with dental and vision coverage.
• Flexible paid time off and paid holidays.
• 12 weeks of new parent or family leave.
• Personal and professional development resources.