Product Support Engineer (Cybersecurity)

Location: Toronto, Canada; in-office presence required 4 days a week

Company

hirify.global provides cybersecurity solutions that protect people, data, and AI agent workflows across email, cloud, and collaboration tools.

What you will do

• Provide enterprise-level technical support to customers, resellers, and partners by phone and through the ticketing system.
• Manage support cases within SLA guidelines and maintain accurate progress records.
• Advise customers on product usage and resolve system and configuration issues.
• Manage product escalations and coordinate communication between customers and tiered support teams.
• Work with infrastructure, operations, and engineering teams to reproduce and investigate issues in test environments.
• Conduct customer troubleshooting sessions using online collaboration tools; shift, weekend, and holiday work may be required.

Requirements

• 3+ years of product support, technical support, or related customer-facing technical experience.
• Strong ability to troubleshoot software applications and complex distributed environments involving multiple configurations, integrations, and protocols.
• Hands-on experience with Microsoft Windows Server, Active Directory, and Internet Information Services.
• Understanding of Microsoft Exchange and SMTP messaging architecture.
• Excellent verbal and written communication skills for working with customers, peers, management, and executive stakeholders.
• Must be legally authorized to work in Canada.

Nice to have

• Experience with AWS services such as S3, EC2, IAM, and CloudWatch.
• Experience with Grafana, monitoring, observability, and log analysis tools.
• PowerShell scripting and automation experience.
• Industry certifications such as AWS Certified Solutions Architect Associate, MCP, MCSA, MCSE, CCNA, or CCNP.
• Salesforce or similar ticketing-system experience.

Culture & Benefits

• Competitive compensation and comprehensive benefits.
• Flexible work environment within an in-office role.
• Annual wellness and community outreach days.
• Recognition for contributions and opportunities for career development.
• Global collaboration and networking opportunities.