Sr. Technical Support Engineer (AI)

Location: Hybrid in Irving, Texas; 3 days per week required in the Las Colinas office

Company

TrendAI™, hirify.global’s AI security business unit, provides AI visibility and consolidated security solutions for enterprise organizations.

What you will do

• Resolve complex, high-impact customer issues through phone, email, online, and onsite support.
• Support deployment, integration, maintenance, and troubleshooting of Trend AI on-premise and cloud-based SaaS products.
• Perform software, network, system, log, and root-cause analysis, including first-call resolution.
• Represent customer issues in product quality and serviceability tracking and collaborate with engineering teams on solutions.
• Use AI-powered diagnostic, knowledge-search, case-summarization, and automated support tools to improve resolution accuracy and speed.
• Provide scheduled 24x7 on-call support, travel when needed, and mentor other Technical Support Engineers.

Requirements

• 4+ years of related experience or a college degree.
• Experience with security and anti-malware technologies, firewalls, endpoint security, enterprise security integrations, and network analysis.
• Proficiency troubleshooting Microsoft Windows and Linux systems, including services, applications, drivers, and kernels.
• Knowledge of SSL, encryption, certificates, AWS, Azure, Google Cloud, virtualization, Active Directory, and enterprise databases such as Microsoft SQL, PostgreSQL, or Oracle.
• Programming or scripting experience with Python, Go, or related languages for automation and troubleshooting workflows.
• Must be authorized to work in the U.S. without current or future employment-based visa sponsorship.

Nice to have

• VMware, Cisco, security, network, or systems certifications.
• Advanced development-related skills and readiness for research and development roles.

Culture & Benefits

• Comprehensive health benefits and paid time off.
• Pre-partum, maternity, parental, medical leave, and adoption assistance.
• Mental health wellness program and annual wellness incentive.
• 401(k) with company match and pet insurance.
• Collaborative, innovative, respectful, and inclusive work environment.