Escalation Engineer - Dallas

TL;DR

Escalation Engineer (Cybersecurity): Lead technical investigations and resolutions of complex customer issues for an enterprise browser platform with an accent on SaaS troubleshooting, web debugging, and collaboration with R&D. Focus on driving resolutions for Fortune 500 clients, identifying product issues, and influencing engineering prioritization.

Location: Dallas HQ full-time (onsite)

Company

hirify.global is redefining enterprise security by embedding control, visibility, and governance into a Chromium-based browser for secure workforce productivity.

What you will do

• Own and manage escalated customer cases with deep technical investigations in collaboration with R&D.
• Partner directly with enterprise customers, including Fortune 500 companies, to drive timely resolutions.
• Identify and report product issues, ensuring clear communication and follow-up with Engineering.
• Act as the customer advocate in internal discussions to influence prioritization and product direction.
• Contribute to knowledge sharing through internal documentation and technical case insights.

Requirements

• 5+ years in Customer Support or Technical Escalations (Tier 3 or equivalent).
• Strong background in SaaS and Cloud-based troubleshooting.
• Proficiency in web debugging and analysis (network traces, browser developer tools, console logs).
• Familiarity with alerting, monitoring, and diagnostic tools.
• Experience or understanding of Cybersecurity concepts and technologies.
• Ability to read and interpret code (e.g., JavaScript, C#, or similar).
• Excellent communication, collaboration, ownership, and accountability.

Culture & Benefits

• Supportive, growth-oriented environment for problem-solvers passionate about technical challenges and customer service.
• Team of driven, high-character professionals from diverse backgrounds.
• Opportunity to deliver exceptional support to the world’s largest enterprises.