Senior Technical Support Engineer (AI Platform)

Location: Remote Germany

Company

hirify.global builds software that helps AI-driven organizations develop and operate data science and AI solutions at scale through model development, MLOps, collaboration, reuse, and reproducibility capabilities.

What you will do

• Own enterprise technical support cases from initial triage through resolution, maintaining clear communication and accurate expectations.
• Diagnose Kubernetes and cloud infrastructure issues, including pod failures, resource limits, persistent volumes, RBAC, ingress, and cluster-level problems.
• Troubleshoot ML platform failures involving workspaces, jobs, environment builds, model deployments, and data connectors.
• File actionable bug reports and enhancement requests in Jira while representing customer needs to Product and Engineering.
• Write and review knowledge base articles, how-to guides, and troubleshooting documentation.
• Coordinate case handoffs across AMER, EMEA, and APAC, run live customer troubleshooting sessions, and participate in the EMEA weekend on-call rotation.

Requirements

• 3–5 years of experience in enterprise technical support, solutions engineering, or a similar customer-facing technical role at a SaaS or data/AI platform company.
• Hands-on Kubernetes experience with pod lifecycle management, kubectl, RBAC, namespaces, persistent volumes, and cluster troubleshooting.
• Strong Linux and command-line skills, including log analysis, process management, filesystem navigation, and shell scripting.
• Familiarity with Python-based ML workflows, including Jupyter, package management, model training, and model serving.
• Experience with AWS, GCP, or Azure and containerized application environments.
• Clear written communication, structured troubleshooting, time-sensitive case management, async collaboration across time zones, and a bachelor's degree in computer science, engineering, or a related field, or equivalent experience.

Culture & Benefits

• Remote-first work in a globally distributed team.
• Follow-the-sun support coverage across AMER, EMEA, and APAC.
• Teaching and learning environment with tools and support for professional growth.
• Growth mindset focused on continuous improvement, truth-seeking, and creative problem-solving.
• Commitment to a diverse and inclusive workplace.