Technical Support Engineer (Level 2)

Location: Remote within the United States; core working hours are 9:00 AM–6:00 PM local time, with preference for Pacific or Mountain time zones.

Salary: $72,000–$107,400 per year, plus equity, bonus eligibility of up to 15% annually, and benefits.

Company

hirify.global provides a file streaming platform for large-file workflows, enabling secure access to cloud-stored data without downloads, syncing, or VPNs.

What you will do

• Respond to and triage inbound customer requests through email, chat, and phone.
• Troubleshoot technical issues related to hirify.global’s cloud networking product and desktop applications.
• Reproduce customer issues, lead live debugging sessions, and collect logs, memory dumps, and other diagnostic information.
• Resolve support cases, track progress, and provide timely follow-up.
• Collaborate with internal teams to maintain consistent, high-quality customer support.
• Analyze customer usage, recommend solutions, and share feedback with business and development teams.

Requirements

• At least 2 years of experience in technical support or a similar role.
• Fluent English in written and spoken communication.
• Experience supporting desktop applications on macOS, Windows, and Linux.
• Knowledge of cloud environments such as AWS, networking, and storage.
• Experience setting up multi-host environments, including virtualization, to reproduce complex configurations.
• Analytical, self-motivated, collaborative, and comfortable working in a fast-paced environment.

Culture & Benefits

• Values-led culture centered on integrity, innovation, and empathy.
• Opportunity to contribute to a newly formed technical support team and participate in support processes and decisions.
• Flexible paid time off, stock options, and full health coverage.
• Work-life balance within a rapidly growing product company.
• Responsible and pragmatic use of AI is treated as a core professional competency.

Hiring process

• The interview process includes discussion of current AI tool usage and responsible AI practices.