Sr. IT Support Engineer (AI)

Location: Remote within the United States; the role works with teams across multiple time zones and requires readiness for occasional in-person engagement such as department offsites, team meetings, and customer or industry events.

Salary: $109,000–$153,000 USD annual base salary, plus benefits, equity, and applicable incentive programs.

Company

hirify.global develops cybersecurity products including an enterprise password manager and Unified Access Management solutions that help organizations secure identities, applications, devices, SaaS, and AI tools.

What you will do

• Own complex, ambiguous, and sensitive employee technology issues through resolution.
• Troubleshoot problems involving identity and access, devices, software, SaaS, and workplace applications.
• Participate in the support queue while improving support services and workflows.
• Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.
• Improve onboarding, access, device, and software support processes and eliminate recurring problems.
• Measure resolution quality, time to resolution, repeat demand, automation success, and employee experience.

Requirements

• 5+ years of experience in internal IT support, workplace technology, IT operations, or a related field.
• Experience using ticketing systems, knowledge bases, service catalogs, and support workflows.
• Ability to build or improve workflow automations with tools such as Console, Workato, Tines, or similar platforms.
• Ability to apply AI tools while recognizing when human review is required.
• Clear technical communication and effective collaboration across teams.
• Must be based in the United States.

Nice to have

• Basic scripting, API, or technical integration experience.
• Experience with identity and access management, endpoint management, or service-management administration.
• Experience supporting distributed teams across multiple time zones.

Culture & Benefits

• Remote-first work environment with travel for in-person engagement as needed.
• Health, dental, and other competitive health benefits.
• Generous paid time off and maternity and parental leave top-up programs.
• RSU program for most employees and retirement matching.
• Paid volunteer days, peer-to-peer recognition, and a free hirify.global account.
• Collaborative, transparent, feedback-oriented culture focused on security, privacy, and responsible AI adoption.

Hiring process

• Successful applicants complete a background check that may include employment, reference, education, criminal, social media, and credit history checks where permitted by law.
• Candidates may use AI tools responsibly during the application process, but live interviews must be completed without AI tools.