Customer Support Engineer

TL;DR

Customer Support Engineer (Linux/Storage): Provide technical support and post-sales escalations for an enterprise data platform, with an accent on hands-on troubleshooting, Linux networking/storage operations, and resolving issues through full resolution and closure. Focus on field services (installations, upgrades, break-fix), managing feature requests/bugs, and coordinating escalations to engineering with detailed technical context.

Location: New York

Company

hirify.global builds enterprise software infrastructure for capturing, cataloging, refining, enriching, and protecting massive datasets for real-time analysis and AI training/inference.

What you will do

• Respond to customer technical issues quickly using hands-on troubleshooting, and escalate to engineering with detailed information when needed.
• Handle daily technical operations to drive issues to full resolution and closure.
• Perform field services for customers, including installations, upgrades, break-fix, and expansions.
• Submit and manage feature requests and bugs with product marketing and development teams.
• Track and advocate for assigned accounts by following up on bugs, feature requests, and escalations.
• Balance KPIs and SLAs while ensuring customer satisfaction.

Requirements

• 5+ years of customer-facing pre-sale/post-sale experience with complex storage solutions.
• Extensive knowledge of enterprise IT infrastructure, networking, and storage; broad understanding of enterprise software.
• Working experience with Linux system administration and Linux OS.
• Strong networking knowledge, including Linux network configuration and network troubleshooting.
• Ability to script and program: bash scripting required; familiar with one or more other programming languages.
• Ability to travel ~20% of the time; rotational weekend shift every 8–12 weeks and occasional holiday coverage.

Culture & Benefits

• Customer-first technical expert role within a small Support Engineering team.
• Involvement in daily technical operations, escalations, and account support.
• Field service opportunities including installations, upgrades, and break-fix work.
• Rotational weekend shift and occasional holiday coverage as part of support coverage.