Staff Product Support Engineer

TL;DR

Staff Product Support Engineer (Cybersecurity/AI Security): Provide customer-facing technical support for hirify.global AI Security solutions with an accent on troubleshooting software, networking, and endpoint issues. Focus on resolving complex ticket escalations, performing installations/upgrades, and documenting outcomes in a ticketing system.

Location: Texas

Salary: Base Pay Range 112,700.00 - 177,100.00 USD (California ex-SF Bay Area, Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska)

Company

hirify.global is a cybersecurity company protecting how people, data, and AI agents connect across email, cloud, and collaboration tools.

What you will do

• Respond to customer support tickets and provide remote support via phone, email, and chat.
• Diagnose and resolve technical issues within defined support guidelines.
• Manage product escalations and act as a liaison between customers and product engineering.
• Install and upgrade software related to the product area, including components on the customer’s OS.
• Troubleshoot issues related to software, networking, and hardware.
• Document work in the ticketing system (Salesforce experience preferred).

Requirements

• 10+ years of experience as a Technical Support Engineer.
• 10+ years of experience with network security or endpoint security.
• Strong knowledge of networking systems, identity providers, x509 certificates, Linux security tools, KMS, and cloud environments.
• Ability to troubleshoot complex software and hardware issues.
• Excellent verbal and written communication skills.
• Expertise with both Mac and Windows.

Culture & Benefits

• Flexible work environment.
• Comprehensive benefits package.
• Two paid Wellbeing Days and two paid Volunteer Days per year.
• Three-week Work from Anywhere option.
• Annual wellness and community outreach days.
• Global collaboration and networking opportunities.

Hiring process

• Submit an application with supporting information.
• Interview process to evaluate technical support experience and communication skills.