Technical Platform Expert, Support (AI)

Location: Hybrid in London, UK; candidates must be based in and around London, with office attendance required at least twice a week. Additional in-office days may be required for team or company events.

Company

hirify.global provides an AI-powered contract lifecycle management platform that helps organisations manage agreements, surface insights, and automate workflows.

What you will do

• Provide post-hypercare technical support to new and existing customers, helping drive adoption and value realisation.
• Investigate, troubleshoot, reproduce, document, and escalate complex product issues, including AI-powered features and workflows.
• Guide customers on product functionality, configuration, AI capabilities, workflow optimisation, and best practices.
• Support onboarding, product adoption, technical health checks, and configuration reviews through consultative guidance.
• Collaborate with Product, Engineering, Sales, and Professional Services to resolve issues, advocate for customers, and influence product improvements.
• Translate technical concepts into customer-facing assessments and recommendations, and position upcoming product capabilities.

Requirements

• 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company, including technical account management, technical consulting, technical support, or customer support.
• Strong technical aptitude and the ability to troubleshoot complex product issues, including AI-powered features and workflows.
• Familiarity with generative AI concepts, large language models, prompt engineering fundamentals, and AI-assisted support workflows.
• Excellent written and verbal communication skills, including leading customer conversations, explaining technical concepts to non-technical stakeholders, and handling sensitive discussions.
• Strong analytical, problem-solving, organisational, prioritisation, investigation, and escalation skills.
• Experience collaborating with Product, Engineering, Professional Services, Sales, and other internal partners.
• Experience with Salesforce Service Cloud, Zendesk, or a similar customer support platform.
• Customer-first and growth mindset, with a focus on continuous learning, process improvement, AI, and customer outcomes.
• Must be based in and around London and able to attend the office at least twice weekly.

Nice to have

• Familiarity with Contract Lifecycle Management or Legal Operations.

Culture & Benefits

• Private medical and dental insurance covered at 100% for employees and dependents.
• Life assurance, income protection, pension contributions, and generous parental, medical, and compassionate leave.
• Family-forming support through Maven.
• Monthly wellbeing and hybrid-work stipends, with phone support where applicable.
• Regular team events and an opportunity to help shape the company.