Technical Support Engineer (AI)

Location: Fully remote across Europe; night shifts covering European hours

Company

hirify.global builds AI products including speech technologies, NLP, generative AI, and privacy-first voice agents for on-premises deployment.

What you will do

• Receive and process support requests through Telegram, Slack, and email.
• Clarify issues, gather user details, and localize incidents to the relevant component or service.
• Own incidents from detection through resolution while keeping stakeholders updated.
• Perform infrastructure troubleshooting using logs, service status, configurations, and runbook actions.
• Escalate incidents to L2/L3 DevOps and development teams with structured context.
• Create tickets and bug reports and help maintain runbooks and knowledge base entries.

Requirements

• Experience with monitoring and logging systems, including Grafana, Kibana, and Loki.
• Ability to analyze logs and perform basic network, DNS, service connectivity, and infrastructure troubleshooting.
• Basic Kubernetes knowledge, including kubectl logs, kubectl describe, and kubectl get.
• Understanding of Helm values, ConfigMaps, environment variables, service availability, node status, and resource usage.
• Background in QA or technical support.
• Willingness to work night shifts covering European hours; candidates near the EST timezone are preferred.

Nice to have

• Experience with Helm.
• Familiarity with CI/CD pipelines.
• Understanding of microservices architecture.

Culture & Benefits

• Startup pace with enterprise stability, real clients, and real revenue.
• High engineering standards, direct ownership, and production-focused work.
• Career progression toward DevOps or development.
• 21 vacation days, public holidays, and 5 sick days.
• Private English lessons through Preply.