Enterprise Support Engineer (AI)

Location: Remote (US); required to support West Coast business hours and West Coast-based customers.

Compensation: $115K–$150K plus equity.

Company

hirify.global provides an AI routing and infrastructure layer for enterprises to access, manage, and optimize large language models across providers.

What you will do

• Own technical resolution for enterprise inquiries and incidents, including code-level debugging and escalation to Engineering.
• Analyze logs, stack traces, API usage, latency, token usage, and error rates to identify issues across customer implementations, hirify.global infrastructure, and upstream model providers.
• Create minimal reproduction scripts using TypeScript, Python, or curl to confirm defects.
• Assess technical severity and business impact, fast-tracking high-stakes issues and supporting Account Managers with Quarterly Business Review data.
• Provide clear incident updates to executive and developer audiences during service disruptions.
• Turn investigations into public documentation, internal troubleshooting playbooks, automated remediation tools, and product feedback.

Requirements

• 3–5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment.
• Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, OAuth, Bearer tokens, Postman, or cURL.
• Ability to read, interpret, and debug code in at least one customer-used language, including Python, TypeScript/Node.js, Go, or Java.
• Experience querying logging and monitoring platforms such as Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging.
• Basic proficiency with SQL or similar query languages.
• Ability and enthusiasm to use AI and LLMs for debugging, workflow automation, and problem-solving.
• Composure during outages and complex troubleshooting sessions, with a systematic and analytical approach.
• Interest in white-box troubleshooting and investigating root causes rather than applying workarounds.
• Familiarity with LLM mechanics, including context windows, tokens, temperature, system prompts, and the current model-provider landscape.
• Previous experience supporting high-throughput, low-latency systems.
• Familiarity with Zendesk or similar tools, including triggers and automations, and Slack for internal collaboration.

Culture & Benefits

• Remote work in the United States with coverage of West Coast business hours.
• Equity included in the compensation package.
• Cross-functional collaboration across Engineering, Support, Customer Success, Product, and Account Management.
• Work focused on reducing operational friction through documentation, automation, and transparent incident communication.