Technical Support Specialist (AI)

Location: Remote in Europe, with a +/- 3-hour time-zone overlap

Company

hirify.global builds a platform for authoring, publishing, and maintaining documentation used by thousands of teams and over 2 million people.

What you will do

• Triage, troubleshoot, and debug customer issues involving custom domains, integrations, APIs, authenticated access, SAML SSO, monorepos, redirects, and product bugs.
• Document complex issues with reproduction steps and relevant logs, escalating bugs and collaborating with Engineering on resolution.
• Support customers through Helpdesk, Slack, and Teams while helping them get more value from hirify.global.
• Identify recurring bugs, friction points, and feature requests, then provide evidence-based recommendations to Product, Engineering, and Design.
• Improve support prioritization, triage, automation, and self-service workflows in a changing environment.

Requirements

• Knowledge of Git, GitHub or GitLab, SAML SSO, DNS, caching, redirects, and web fundamentals.
• Ability to review code, test APIs, and understand OpenAPI specifications.
• Familiarity with AI and LLM tools, including MCP, and interest in applying them to automation and support workflows.
• Ability to read logs across platforms, investigate technical issues, prioritize a busy queue, and escalate appropriately.
• Strong written and verbal communication, customer empathy, systems thinking, autonomy, and adaptability.
• Availability to work remotely from Europe with a +/- 3-hour time-zone overlap.

Culture & Benefits

• Remote collaboration across a team distributed across 15 countries in North America, Europe, and Asia.
• Opportunity to influence product direction, support processes, automation, and customer experience.
• Work in a profitable company backed by P9 Capital, Notion Capital, and Fly VC.
• Collaborative environment with async work and calls used according to the situation.

Hiring process

• 30-minute screening interview with the People Team.
• 45-minute technical interview with a Support team member, followed by a technical exercise.
• 45–60-minute meeting with the Hiring Manager and Support Team, then a 30-minute meeting with the CEO and an offer.