Technical Customer Support Specialist (AI)

Location: Hybrid in Washington, DC; 3+ days per week in the office. Remote employees will not be considered.

Company

hirify.global provides a commerce intelligence system that unifies data from ERPs, retailers, ecommerce platforms, and distributors for consumer brands.

What you will do

• Triage inbound tickets and provide timely, accurate Tier 2 and Tier 3 technical support.
• Investigate complex data issues across retailer files, product and location master data, extractor logic, and ingestion behavior.
• Identify root causes and drive permanent fixes through extractor changes, guardrails, monitoring, and product improvements.
• Use AI tools to accelerate investigations while validating results with sound technical judgment.
• Improve the knowledge base supporting the Lens AI assistant by writing help articles, documenting ticket patterns, and maintaining context.
• Create onboarding materials, training sessions, and self-serve content while collaborating with engineering, data operations, and account management.

Requirements

• Bachelor's or associate's degree in a technical or related field, or equivalent SaaS work experience.
• Two or more years of experience in technical support, solutions, or data roles; strong early-career candidates with demonstrated ability to learn and reason well may also apply.
• Experience investigating complex data issues, comparing large structured files, understanding data models and identifiers, and resolving root causes.
• Hands-on experience with AI tools such as Claude, ChatGPT, Gemini, or Copilot, including understanding their limitations.
• Ability to explain technical issues to technical and non-technical audiences and create documentation, training, or onboarding content.
• Experience supporting software users, managing multiple inquiries, and prioritizing work effectively.

Nice to have

• Experience with RAG systems, AI knowledge bases, or prompt and context engineering.
• Industry experience in consumer goods, retail, or supply chain.

Culture & Benefits

• Work in a small, fast-growing, well-funded startup with substantial individual ownership.
• Collaborate across support, engineering, data operations, and account management.
• Help shape scalable customer support as AI handles an increasing share of routine questions.
• Work in an inclusive environment focused on iteration, open communication, and mutual support.