Tier 2 Support Engineer (Cybersecurity)

Location: Remote - Australia

Company

hirify.global provides cybersecurity threat hunting, detection, and remediation technology for commercial customers, supported by technology developed by former NSA cyber operations experts.

What you will do

• Own complex escalations from the Tier 1 support team and communicate clear resolutions to customers.
• Troubleshoot software issues across microservices, APIs, containers, cloud services, and system integrations.
• Diagnose system anomalies, deployment failures, and configuration issues.
• Design and optimize automated workflows using Superblocks, n8n, Tines, webhooks, and Zendesk automations.
• Analyze ticket trends and account management requests to identify systemic issues and automate routine tasks.
• Partner with Engineering and Product on bugs, feature gaps, documentation, and support enablement.

Requirements

• At least 3 years of experience in technical or customer support for complex software environments.
• Strong proficiency with Zendesk automations, triggers, and macros.
• Understanding of microservices architecture, APIs, Docker, cloud services, AWS or Azure, and DevOps practices.
• Hands-on troubleshooting experience with Windows and macOS.
• Working knowledge of PowerShell, Sysinternals Suite, remote support tools, and scripting with Python, Bash, or Ansible.
• Strong networking fundamentals, including IP addressing, VLANs, DNS, DHCP, and firewalls.

Nice to have

• CompTIA A+, Network+, or Security+ certification.

Culture & Benefits

• Work remotely from Australia in a fast-paced, evolving environment.
• International employees receive benefits aligned with local market standards and applicable country requirements.
• Equity participation is available globally, with details varying by location and employment structure.
• Eligible US employees receive health, vision, dental, and life insurance, a 401(k) plan, and discretionary time off.