Technical Support Engineer (AI Security)

Location: Atlanta, GA; hybrid work with 2 days per week in the office

Salary: $84,500–$100,000 per year, depending on location, qualifications, experience, and skills.

Company

hirify.global develops intent-based AI security products that monitor AI usage, detect risks such as jailbreaks and data exfiltration, and help security teams enforce real-time guardrails.

What you will do

• Lead and mentor the technical support team while guiding resolution of complex customer issues.
• Handle escalations involving AI security products, proxies, endpoints, HTTP, DNS, firewalls, IDS/IPS, VPNs, and related technologies.
• Perform hands-on troubleshooting, packet analysis, root cause analysis, and customer issue resolution in line with SLAs.
• Collaborate with engineering, product, and sales teams to communicate customer feedback and support product improvements.
• Assist with security product deployment and configuration, including post-deployment technical support.
• Develop documentation, troubleshooting guides, training, support processes, and metrics reporting.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3–5 years of experience in technical support or engineering roles.
• Hands-on experience with network security products such as firewalls, VPNs, IDS/IPS, endpoint security, CrowdStrike, SentinelOne, Palo Alto, Cisco, or Fortinet.
• Strong knowledge of HTTP/1.1, HTTP/2, TCP/IP, DNS, DHCP, HAR files, packet captures, tcpdump, and security best practices.
• Experience diagnosing complex network security issues in customer environments and explaining technical concepts to non-technical users.
• Experience with support ticketing systems and knowledge base management.

Nice to have

• Experience with Python, Bash, or other scripting and automation tools.
• CCNA, CISSP, CEH, or comparable industry certifications.

Culture & Benefits

• Hybrid work environment.
• Health, dental, and vision insurance.
• 401(k) plan.
• Professional development and growth opportunities.
• Generous vacation policy.