Support Software Engineer (AI)

Location: Remote in the United States or Canada

Company

hirify.global develops AI-powered contact center agents and conversation intelligence for enterprise customers.

What you will do

• Own production bugs, issues, and enhancement requests for live AI agents and products.
• Investigate platform health across AI agent behavior, conversation intelligence, telephony, authentication, integrations, APIs, LLM prompting, and TypeScript bots.
• Trace root causes through logs, code, conversation data, and internal tools, then design, test, and ship fixes.
• Work directly with customers to confirm requirements, reproduce issues, coordinate testing, and explain resolutions.
• Support frontline Support Engineers with technical escalations and guidance.
• Build internal tools and automations that accelerate future investigations and fixes, while contributing customer feedback to Product.

Requirements

• Strong production debugging skills, including reading unfamiliar code, tracing logs, and reasoning across distributed systems.
• Experience with REST APIs and authentication technologies such as OAuth 2.0.
• Fluency with agentic coding tools such as Claude Code, Cursor, or equivalent.
• Ability to maintain legacy TypeScript code and work across a broad technical surface area.
• Strong customer-facing communication skills, including gathering requirements, confirming reproduction steps, coordinating tests, and explaining fixes clearly.
• Must be located in the United States or Canada.

Nice to have

• Experience with LLM prompting or conversational AI and voice systems.
• Experience with Salesforce, Zendesk, or Jira.
• Experience building internal tooling or automations that reduce manual engineering or support work.

Culture & Benefits

• Remote-first distributed work with flexible calendar management.
• Company-wide offsites and smaller team gatherings.
• Stipend for conferences, books, courses, and learning.
• Flexible vacation, paid sabbatical after five years, comprehensive benefits, and physical and mental wellness support.
• Equity participation and an inclusive, collaborative culture.