L1 Customer Support (AI)

Location: Remote anywhere in Mexico; availability for evenings, weekends, and some holidays is highly preferred.

Company

hirify.global provides decentralized cloud computing infrastructure for AI projects and businesses worldwide.

What you will do

• Respond to a high volume of customer and GPU host inquiries through chat and email.
• Troubleshoot L1 issues involving GPU rentals, Docker containers, Linux environments, and accounts.
• Set expectations, provide status updates, and follow up until issues are resolved.
• Document and escalate issues requiring L2 or engineering support.
• Maintain and improve support documentation and internal knowledge-base articles.

Requirements

• Previous customer support or technical support experience in a B2C or B2B environment.
• Strong written English communication with a clear, professional, and empathetic tone.
• Linux SysOps fundamentals, including command-line usage, file systems, and permissions.
• Working knowledge of network and Docker troubleshooting.
• Ability to handle frustrated or confused customers constructively and follow through on issues.
• Comfort working independently in a fast-paced remote environment, including weekends and holidays.

Nice to have

• Experience with NVIDIA CUDA, GPU drivers, and GPU workloads.
• Experience with AI/ML frameworks such as TensorFlow or PyTorch.
• Cloud or infrastructure support experience.
• Experience using the hirify.global platform as a client or host.
• Familiarity with virtual machines and virtualization.

Culture & Benefits

• Work with a globally distributed team on AI systems and cloud infrastructure.
• Opportunities to grow into specialized or leadership tracks.
• 100% salary during the probation period.
• Yearly performance bonus and health insurance.
• Reimbursement for approved work expenses.