Support Engineer (AI)

Location: Remote; availability to work US time zone hours required

Company

hirify.global is building agentic AI systems and products at the frontier of AI research.

What you will do

• Own support requests from initial response through resolution, keeping users informed and closing open threads.
• Investigate technical issues, reproduce bugs, and understand the systems and workflows behind them.
• Implement straightforward fixes and practical workarounds.
• Partner with engineers on larger fixes by providing reproduction steps, technical context, and customer impact.
• Build tools and automation for triage, investigation, communication, and follow-up.
• Establish support metrics, identify recurring issues, and improve product documentation and support processes.

Requirements

• Experience in technical support or support engineering within a medium to large support organization.
• Ability to understand complex software systems and investigate unfamiliar technical problems methodically.
• Practical coding skills and experience building scripts, personal tools, or internal utilities.
• Strong judgment in resolving issues independently and making actionable escalations.
• Clear, empathetic communication with technical and nontechnical users, plus consistent follow-through.
• Availability to work US time zone hours.

Nice to have

• Experience improving support workflows, building support automation, or introducing metrics and reporting.
• Experience mentoring support engineers, leading a support team, or helping build a support function.
• Familiarity with AI agents, LLM applications, open-source software, or developer tools.

Culture & Benefits

• Remote individual-contributor role with broad ownership.
• Opportunity to shape support processes and operating practices as the organization grows.
• Work at the interface between users, engineers, and agentic AI systems.

Hiring process

• Apply by email with the role in the subject line, a resume or CV, a cover letter, and a portfolio showcasing relevant work.