Support Engineer (AI)

Location: On-site in the New York City or London office

Base salary: $129,600–$146,400 in New York or £82,300–£93,000 in London, plus equity and benefits.

Company

hirify.global is an AI marketing platform that helps marketing teams research, create content, run campaigns, report on performance, and automate workflows using AI agents.

What you will do

• Own the customer ticket queue across the ticketing system and Slack, including triage, investigation, and resolution.
• Reproduce bugs, read logs, write basic queries, investigate root causes, and escalate well-documented code-level issues to Engineering.
• Meet response and resolution SLAs while improving first response time, resolution time, CSAT, backlog aging, and ticket deflection.
• Participate in on-call rotations, follow-the-sun coverage, incident communications, status updates, and post-incident follow-ups.
• Write runbooks and knowledge base articles, and turn recurring customer issues into scalable deflection content.
• Partner with Engineering, Product, Customer Success, and Account Management to improve integrations, resolve recurring defects, and support customers from onboarding through steady-state operations.

Requirements

• 0–2 years of experience in technical support, customer-facing, or engineering roles; internships, co-ops, and strong side projects count.
• Technical foundation from a computer science or engineering degree, bootcamp, or equivalent self-taught experience.
• Ability or willingness to read logs, write basic queries, work with APIs, and debug DNS, HTTP, and JavaScript.
• Excellent written communication, with the ability to explain technical issues clearly to customers and precisely to engineers.
• Strong ownership, customer empathy, curiosity, and comfort working in an ambiguous, fast-iteration environment.
• Willingness to participate in on-call rotations as part of a 24/7 coverage model and work on-site in New York City or London.

Nice to have

• Interest or experience in AI, developer tools, infrastructure, or marketing technology.
• Experience with Cloudflare, Vercel, AWS, WordPress, Sanity, Contentful, or the broader AI search ecosystem.

Culture & Benefits

• Work directly with Engineering, Product, Customer Success, and Account Management.
• Help define best-in-class support practices for the emerging AI search category.
• Build runbooks, tooling, automation, and AI-assisted triage systems as part of the initial Support Engineering team.
• Base salary includes location-specific ranges for New York and London, plus equity and a broad benefits package.