Technical Support Engineer II (Cybersecurity)

Location: Flex - Bengaluru, India

Company

hirify.global provides a cloud-native cybersecurity platform that helps businesses and governments adopt Zero Trust and protect sensitive data and intellectual property.

What you will do

• Respond to enterprise customer cases in line with service-level agreements and prioritize work based on severity and customer impact.
• Troubleshoot hirify.global products, third-party integrations, networking issues, endpoint applications, and underlying problems affecting performance.
• Gather logs and configuration details, reproduce reported issues, research documentation, recommend solutions, and escalate unresolved cases.
• Own customer escalations, maintain clear progress updates, and document issues and resolutions in the customer tracking database.
• Act as a subject matter expert, review technical documentation and product specifications, and deliver training and mentoring to Technical Support Engineers.
• Use AI tools to analyze logs, policies, and errors; summarize tickets, research solutions, draft technical responses, and maintain knowledge base articles.

Requirements

• Bachelor’s degree or higher in Information Systems, Computer Science, or equivalent experience.
• Four or more years of experience supporting business-to-business customers.
• Knowledge of Layer 2 and Layer 3 networking, TCP/IP, DNS, HTTP, SSL/TLS, routing, PAC files, and network latency diagnostics.
• Hands-on experience with tcpdump, Wireshark, log analysis, Windows and Linux troubleshooting, memory dump analysis, and endpoint diagnostics across Windows, Mac, and Linux.
• Working knowledge of Active Directory, MSSQL fundamentals, information security concepts, and either Red Hat Linux or Windows administration.
• Applicants must have the right to work in India.

Culture & Benefits

• Work in a collaborative, accountable, respectful, innovative, and results-driven environment.
• Participate in knowledge sharing, technical discussions, and product supportability programs.
• Use AI as a force multiplier while applying human judgment, creativity, and collaboration.
• Full-time employment with an inclusive and diverse workplace.