Technical Support Engineer (AI Infrastructure)

Location: San Francisco, California, United States

Company

hirify.global builds and operates GPU data centers and supercomputers, leasing compute infrastructure and enabling customers to sublease capacity.

What you will do

• Own inbound support tickets and live escalations for enterprise customers running workloads on GPU and AI infrastructure.
• Triage and resolve issues across compute, networking, platform, scheduling, orchestration, and performance layers.
• Use monitoring and alerting tools to diagnose incidents and act as a first responder through resolution.
• Escalate hardware, data-center, facility, and colocation issues with clear documentation to engineering, partners, and hardware vendors.
• Communicate status and expectations to customers and coordinate handoffs across time zones.
• Improve runbooks, SOPs, knowledge-base content, and support workflows while tracking CSAT, first-response, and resolution metrics.

Requirements

• 3–5 years of experience in technical support, customer support engineering, or a similar customer-facing technical role.
• Experience troubleshooting infrastructure-level issues with Linux administration, basic shell or Python scripting, and monitoring or observability tools such as Prometheus, Grafana, or Datadog.
• Ability to explain technical problems clearly to customers and internal engineering teams.
• Excellent written communication skills and the ability to remain calm during outages or escalations.
• Availability for shift-based work in a 24/7 coverage model, including occasional after-hours, weekend, and holiday incident coverage.
• Ability to build support processes and coverage from scratch and maintain a strong focus on customer outcomes.

Nice to have

• Experience with GPU or AI infrastructure, specialized hardware, or managed services.
• Familiarity with data-center or colocation operations.
• Experience with support tooling, AI-assisted workflows, scripting, diagnostics automation, or incident management.

Culture & Benefits

• Visa and work permit sponsorship available.
• Competitive salary and company equity.
• 401(k) matching up to 4%.
• Medical, dental, and vision insurance for employees and dependents, with 100% of premiums covered.
• Unlimited paid time off, 10+ observed holidays, and paid leave for biological, adoptive, and foster parents.
• Daily lunch and an office book allowance.