Sr. Technical Services Engineer (Remote US West)

Location: Remote US West in the Pacific or Mountain Time Zones

Company

hirify.global develops NeuralMesh, a cloud and AI-native data infrastructure platform that accelerates machine learning, AI model training, inference, and other compute-intensive workloads.

What you will do

• Serve as the primary technical liaison between customers and Engineering on feature gaps, reliability concerns, and documentation improvements.
• Troubleshoot, reproduce, isolate, and resolve complex issues across enterprise infrastructure environments, escalating cases when necessary.
• Support pre-sales engineers, partners, and resellers with technical expertise.
• Monitor systems remotely, manage customer issues through the ticketing system, and maintain technical documentation.
• Collaborate with Engineering and Product teams to improve supportability, usability, and serviceability.
• Participate in on-call, follow-the-sun rotations, alternative work hours, and potential regional or international travel.

Requirements

• 5+ years of experience in customer-facing technical roles resolving complex enterprise infrastructure issues.
• Strong troubleshooting experience with Linux-based infrastructure, including storage, networking, virtualization, and security.
• Deep understanding of Infiniband, Ethernet, DPDK, and UCX networking.
• Proficiency in Python and Bash, with experience automating system monitoring and troubleshooting.
• Experience with POSIX, NFS, SMB, S3, Kubernetes, Containers, LXC, Prometheus, and Grafana.
• Experience with enterprise L3 support, cloud environments such as AWS, GCP, or Azure, and large-scale HPC clusters.

Nice to have

• Prior support experience at storage or HPC companies.
• Industry certifications or progress toward subject-matter expertise in relevant technologies.

Culture & Benefits

• Customer-centric environment focused on customer success and technical excellence.
• Culture based on accountability, courage, collaboration, transparency, and ownership.
• Opportunity to work with cutting-edge AI infrastructure technologies and enterprise customers.
• Participation in knowledge-sharing through internal and customer-facing FAQs and knowledge-base articles.