Senior Technical Support Agent (AI)

Location: Hybrid in New York, NY; San Francisco, CA; or Dallas, TX

Salary: $70,000–$95,000 annual target cash compensation, including fixed salary and a quarterly performance-based bonus. Stock option grant is also included, subject to board approval.

Company

hirify.global provides an agentic AI hotel and guest management platform used by more than 20,000 hotels in 125+ countries.

What you will do

• Handle moderately complex product questions, configurations, integrations, and edge cases.
• Investigate escalated issues using ticket history, documentation, internal tools, logs, data, and supporting evidence.
• Communicate sensitive technical issues clearly and de-escalate frustrated customers with empathy and ownership.
• Manage complex, on-hold, engineering-dependent, and cross-functional tickets with proactive follow-up.
• Improve documentation, macros, workflows, tooling, escalation paths, and issue tracking.
• Mentor frontline support teammates and coordinate small documentation or escalation improvement projects.

Requirements

• 3+ years of customer support experience by phone, email, and chat.
• Experience in technical customer support, preferably in B2B SaaS, hospitality technology, or another complex product environment.
• Strong troubleshooting, critical-thinking, documentation, prioritization, and customer communication skills.
• Experience creating internal documentation, macros, playbooks, escalation templates, or knowledge updates.
• Ability to own complex cases, coordinate work streams, mentor peers, and collaborate with Product, Engineering, Customer Success, Operations, and Support leadership.
• Ability to work in a hybrid arrangement from New York, San Francisco, or Dallas.

Nice to have

• Experience with Zendesk, monitoring or logging tools, PMS and integration workflows, or hospitality systems.
• Multilingual communication skills or experience supporting customers in multiple languages.
• Experience with AI-enabled support workflows or responsible AI tool usage.

Culture & Benefits

• Unlimited paid time off, standard holidays, monthly company-wide Canary Days, and a birthday holiday.
• Travel stipend for visiting the San Francisco, New York, or Dallas hubs.
• Hotel credits and at least 30% off selected partner hotels globally.
• Monthly self-improvement budget and a professional development stipend.
• Performance-based quarterly bonus, stock options subject to board approval, and a referral bonus program.