Customer Success Engineer Pod Lead (AMER) (AI)

Location: Remote working from anywhere in the world; the role is listed for Argentina, Canada, Colombia, Mexico, Peru, and the United States. Participation in a 24/7 on-call rotation, including weekends, is required.

Company

hirify.global develops an API Management platform that helps organizations connect systems and services across industries including retail, finance, telecom, healthcare, and media.

What you will do

• Lead complex, high-priority customer engagements and act as the first point of contact for critical escalations.
• Own the health of the Zendesk queue and participate in the 24/7 on-call rotation.
• Coach and mentor Customer Success Engineers through training, hiring, documentation, and capability development.
• Lead advanced technical investigations involving debugging, source code analysis, root cause analysis, and distributed systems.
• Partner with Engineering, Product, and Account Management to turn customer feedback and support data into product and process improvements.
• Build trusted relationships with enterprise customers and improve the customer journey through automation and AI adoption.

Requirements

• Extensive experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role, including complex escalations and systemic improvements.
• Strong hands-on engineering skills with logs, configuration, source code, issue reproduction, and root cause analysis.
• Strong Docker and Kubernetes knowledge is essential.
• Experience deploying and troubleshooting on-premise environments and supporting large enterprise customers.
• Knowledge of API Management, gateways, authentication, networking, distributed architectures, Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and identity providers.
• Willingness to participate in rotational on-call coverage, including weekends, and contribute code and documentation changes.

Culture & Benefits

• Default remote working with flexibility in working hours.
• Unlimited paid holidays.
• Employee share scheme.
• Generous maternity and paternity leave.
• Company retreats and a culture based on autonomy, responsibility, inclusion, continuous improvement, and experimentation.