Support Engineer, U.S. Government Support

Location: Remote, United States. U.S. citizenship is required, with eligibility to work on U.S. federal customer environments.

Salary: $95,200–$160,800 USD base salary per year for U.S. residents.

Company

hirify.global provides an intelligent orchestration platform for DevSecOps, helping organizations improve developer productivity, operational efficiency, security, and compliance.

What you will do

• Diagnose, troubleshoot, and resolve complex hirify.global issues for U.S. government agencies and public-sector organizations in secure and restricted environments.
• Investigate logs, system performance, application behavior, and hirify.global internals using Linux command-line tools, often with limited telemetry or incomplete data.
• Trace issues across infrastructure, application, and code paths; recommend mitigations and drive durable fixes with Product, Development, and Infrastructure teams.
• Create technical documentation and support content based on customer interactions to improve self-service and reduce recurring issues.
• Build and refine internal support tools, automation, and troubleshooting workflows.
• Participate in weekday and weekend on-call rotations, pairing sessions, hiring activities, and cross-functional knowledge sharing.

Requirements

• Experience managing customer-facing support cases from initial inquiry and triage through reproduction, escalation, and resolution.
• Strong Linux systems administration and troubleshooting skills for performance and configuration issues.
• Familiarity with AI/LLM developer tooling and gateway architectures in self-managed or air-gapped environments.
• Ability to script with Ruby or Bash and work with MVC frameworks, preferably Ruby on Rails.
• Practical experience with Git, CI/CD, DevOps practices, Kubernetes, or OpenShift.
• Understanding of information security and compliance concepts such as DISA STIG, SELinux, and FedRAMP environments.

Culture & Benefits

• Fully remote work with asynchronous collaboration across time zones.
• Flexible paid time off and parental leave.
• Health, financial, and well-being benefits.
• Equity compensation and an employee stock purchase plan.
• Growth and development funding and team member resource groups.