Technical Support Engineer III (CONUS) (Cybersecurity)

Location: Onsite in the Greater Spokane, Washington region, with the ability to commute to the Spokane Valley office. This is not a remote or hybrid opportunity. Shift work is scheduled between 5:00–7:00 PM PST and 4:00–6:00 AM PST to support 24/7 CONUS coverage, including one weekend day.

Annual base pay: $81,600–$122,400 USD, plus potential incentive compensation, bonus, restricted stock units, and benefits.

Company

hirify.global develops cybersecurity and application delivery solutions that help organizations create, secure, and run applications.

What you will do

• Provide Level 1–3 technical support for hirify.global products and services, troubleshooting hardware and software issues.
• Analyze complex customer network environments and data to identify workarounds, restore service, and resolve problems.
• Communicate issue status, action plans, and resolutions by phone, email, and Zoom.
• Manage multiple cases, prioritize customer and business needs, and handle escalations to Engineering Services.
• Maintain schedule adherence and participate in ongoing training on hirify.global products and related technologies.
• Build effective relationships with customers, partners, peers, escalation engineers, managers, and related departments.

Requirements

• Must reside in the Greater Spokane, Washington region and be able to commute to the Spokane Valley office.
• Must be able to work scheduled evening, overnight, weekend, and holiday shifts.
• At least 5 years of professional technical support experience or equivalent experience with relevant technologies.
• Strong customer service, analytical, communication, prioritization, and case-management skills.
• Technical knowledge of networking, TCP/IP, the OSI model, WAN operations, UNIX or Linux, Windows, virtualization, and network hardware.
• Fluent English, including technical concepts and terminology, is required.

Nice to have

• Bachelor’s degree, graduate certificate, honors degree, or equivalent academic qualification.
• Experience with VMware or equivalent hypervisors, network security, application firewalls, AAA, VPN, DDoS, malware, DNS, OpenSSL, and cryptography.
• Salesforce Service Cloud or other CRM experience.
• Additional language skills.

Culture & Benefits

• Work within an ISO-certified Quality Management System and defined support procedures.
• Participate in a diverse community focused on improving customer and end-user experiences.
• Benefits may include incentive compensation, bonuses, restricted stock units, and standard company benefits.
• Occasional travel may be required for 5–10% of work time.