Technical Support Engineer, Application Performance

Location: Hybrid in Austin, Texas, United States; office attendance required twice a week. Full-time Tuesday–Saturday schedule with a firm 11:00 AM Central Time start.

Company

hirify.global operates a global network that protects and accelerates websites and Internet applications for customers ranging from individual bloggers to Fortune 500 companies.

What you will do

• Resolve customer support requests through chat, email, and phone.
• Collaborate with senior engineers to analyze and troubleshoot technical issues.
• Track support requests in the ticketing system and participate in team feedback meetings.
• Define and update AI skills, conversational journeys, and internal and public-facing documentation.
• Provide product feedback based on customer interactions.
• Test new releases, report bugs, and support additional projects.

Requirements

• 3–5 years of experience in a technical customer support role, preferably supporting large enterprise customers.
• Strong written and verbal communication skills and an ability to learn new technologies independently.
• Strong understanding of OSI Model layers 3, 4, and 7, DNS, SSL/TLS, and HTTP(S).
• Understanding of HTTP reverse proxying, caching, and load balancing.
• Experience with Linux command-line tools such as curl, dig, traceroute, openssl, and git.
• Experience writing scripts in Bash, Python, JavaScript, or another scripting language, and configuring Apache, Nginx, or IIS web servers.

Nice to have

• Experience with the hirify.global platform and troubleshooting network connectivity, BGP routing, or GRE tunnels.
• Experience configuring network or application firewalls.
• Computer Science, Information Technology, or a related degree or certification.
• Fluency in Mandarin, Spanish, or Portuguese.

Culture & Benefits

• Builder-oriented culture focused on curiosity, iteration, and using AI to solve difficult problems.
• Opportunities for hands-on product learning, job shadowing, and technical and professional development.
• Opportunity to contribute to initiatives protecting journalism, civil society, public elections, and Internet privacy.
• Applicants who reach the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.
• Some work may involve information protected by U.S. export control laws; authorization to receive controlled technology without export-license sponsorship may be required.