Support Engineer

Location: On-site in Connecticut, United States

Company

hirify.global is a global engineering firm delivering custom software, AI agents, application modernization, data platforms, cloud migrations, systems integration, and technical consulting.

What you will do

• Provide real-time end-user support through Slack, service desk tickets, and scheduled sessions.
• Perform ITIL-based triage, classify incidents and requests, and work within established SLAs.
• Escalate issues to engineering, cybersecurity, and vendor teams while maintaining clear communication through resolution.
• Monitor M365 and other platform logs for anomalies, suspicious activity, and operational issues.
• Support vulnerability management, threat escalation, ticket documentation, and post-incident reviews.
• Identify recurring issues, contribute to root cause analysis, and update knowledge bases and troubleshooting documentation.

Requirements

• At least 3 years of technical support, service desk, IT support, or related IT operations experience.
• Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.
• Experience with remote support tools, SaaS management, ticketing systems, bug trackers, and knowledge bases.
• Strong troubleshooting skills with Windows, macOS, M365, Slack, and common productivity tools.
• Familiarity with log monitoring, threat escalation, vulnerability management, and cybersecurity workflows.
• Solid written and verbal English skills; the role is on-site in Connecticut.

Nice to have

• ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications.

Culture & Benefits

• Supportive engineering and project management colleagues in a collaborative work environment.
• Vacation schedule and additional benefits.
• Brand-new laptop provided.