Senior Support Engineer (AI)

Location: Netanya, Israel

Company

hirify.global builds responsible AI products that use market data, demand predictions, and real-time decision intelligence to improve commercial profitability across industries.

What you will do

• Resolve complex enterprise customer issues end-to-end within SLA.
• Act as the senior technical escalation point for frontline support and minimize unnecessary escalations to R&D.
• Investigate complex data pipeline failures and provide clear root-cause analysis, timelines, and remediation plans.
• Own the support knowledge base and runbook ecosystem, keeping documentation accurate and useful.
• Define R&D handoff standards and distribute product-area expertise across the support team.
• Represent support in enterprise customer meetings and collaborate with Escalation Leadership and R&D to reduce recurring issues.

Requirements

• B.Sc. or higher in Computer Science, Engineering, or a related field.
• 5+ years of hands-on technical support or engineering experience in a B2B SaaS environment.
• Strong proficiency in Python and SQL, with experience working with data pipelines and orchestration tools; Dagster or Airflow preferred.
• Experience building and improving knowledge management systems, runbooks, and escalation criteria.
• Experience with enterprise customer communication and translating technical complexity into clear explanations.
• Hands-on experience building agents and optimizing operational processes using agentic AI and vibe coding; strong written and verbal English required.

Nice to have

• Experience in aviation, travel tech, or high-frequency dynamic pricing.
• Familiarity with AI/ML product pipelines, model outputs, feature data, and inference behavior.

Culture & Benefits

• Work as part of an experienced support engineering organization.
• Collaborate closely with R&D and escalation leadership.
• Contribute to a support function focused on ownership, continuous learning, and operational improvement.