Technical Support Engineer - Premium Care (AI)

Company

hirify.global develops AI-first customer experience automation and contact center software for enterprise customers.

What you will do

• Act as the initial point of contact for platform-related incidents and support requests.
• Capture incident details, classify impact and severity, and attempt immediate resolution.
• Support reporting applications through issue triage, data verification, user management, and access control.
• Support workforce management applications, including schedules, rosters, configuration, data synchronization, integrations, ticketing, and troubleshooting.
• Administer quality management applications, troubleshoot recordings and media, monitor system health, and manage access and roles.
• Maintain ticketing quality, track SLAs, own escalations, update the knowledge base, and communicate incidents.

Requirements

• Fluent English required, with excellent written and verbal communication skills.
• Experience in a client-facing technical role for a product business.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Ability to understand complex issues and explain them clearly in plain English.
• Willingness to work flexible hours and support government or education customers.
• College degree and a professional, customer-focused approach.

Nice to have

• Experience mentoring or training junior team members.
• Familiarity with reporting, workforce management, or quality management applications.
• Experience supporting government or education customers.

Culture & Benefits

• Medical, dental, vision, life, and disability insurance.
• Employee Assistance Program.
• 401(k) retirement plan.
• Paid time off, paid sick leave, and 14 paid holidays annually.
• Eligibility for equity and short-term bonus or commission incentives may vary by level and role.
• Inclusive environment focused on empathy, acceptance, autonomy, and customer impact.

Hiring process

• Apply online.