Technical Support Engineer, Application Performance

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

Company

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

What you will do

• Provide technical support to customers through chat, email, and phone.
• Analyze and troubleshoot customer issues in collaboration with senior engineers.
• Track support requests in the ticketing system and participate in team meetings.
• Define and update AI skills, conversational journeys, and internal and public documentation.
• Provide product feedback based on customer interactions and help test releases and report bugs.

Requirements

• 3–5 years of experience in a technical customer support role, preferably supporting large enterprise customers.
• Strong written and verbal communication skills and the ability to learn new technologies independently.
• Strong knowledge of OSI Model layers 3, 4, and 7, DNS, SSL/TLS, and HTTP(S).
• Understanding of 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 other scripting languages, and configuring Apache, Nginx, or IIS.

Nice to have

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

Culture & Benefits

• Opportunities to gain hands-on experience with hirify.global products and Internet technologies.
• Job shadowing opportunities to explore other roles within the company.
• Work with cross-functional teams and contribute feedback that improves products and customer experiences.
• hirify.global supports projects that protect journalism, civil society organizations, government election websites, and Internet privacy.

Hiring process

• Candidates who reach the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.
• An offer may require authorization to receive technology controlled under U.S. export laws without sponsorship for an export license.