Support Lead (AI)

Location: San Francisco, CA; on-site. Candidates may be open to relocating to San Francisco.

Salary: $205,000–$250,000 USD annually, plus equity and benefits.

Company

hirify.global builds an MCP runtime, tools catalog, and tool-calling platform that enables AI agents to securely take actions in enterprise systems with authorization, governance, and auditability.

What you will do

• Build the support function from scratch across L0 documentation, L1 AI and automation, L2 technical support, and escalation paths to FDE and Engineering.
• Provide hands-on L2 support for Okta and SSO issues, LLM tool-calling failures, gateway and user-source configuration, and authorization edge cases.
• Grow and lead the technical support team while maintaining a player-coach role with direct customer involvement.
• Automate support workflows, configure agentic support systems, and design processes that scale sub-linearly with customer growth.
• Partner with FDE on post-deployment customer ownership, standard onboarding, and cluster setup for AWS and Azure marketplace deployments.
• Turn recurring support issues into product and engineering prioritization signals and fixes.

Requirements

• Experience building or leading a support team for a technical B2B product.
• Strong technical fluency in infrastructure and authentication, including OAuth, SSO/SAML, APIs, tool-calling, and cloud deployment concepts.
• Player-coach mindset with enthusiasm for hands-on customer support and process design.
• Experience designing SLAs, ticket routing, and escalation processes.
• Background in developer, infrastructure, or authentication products and the MCP or AI-agent ecosystem.
• Strong focus on AI and automation for improving support speed and scalability.

Nice to have

• Experience supporting self-hosted enterprise customers.
• Experience with Pylon or other modern support tooling.
• Experience with AWS or Azure cloud marketplace deployments.
• San Francisco-based or open to relocating.

Culture & Benefits

• Work on AI infrastructure used by Fortune 100 customers, including Morgan Stanley and OpenTable.
• AI-first approach to support automation and operational scalability.
• Competitive salary, equity, and benefits.
• Opportunity to shape support as a direct input into product development.