Senior Customer Support Engineer (AI Infrastructure)

Location: North America; must be based in the US West Coast timezone

Salary: $128,000–$194,000 per year, depending on compensation tier, level, role, and location. Equity and bonuses are offered.

Company

hirify.global builds enterprise AI development infrastructure with self-hosted workspaces that support secure, governed human and AI-driven development workflows.

What you will do

• Reproduce and debug complex customer issues using test environments, existing tools, and custom setups.
• Resolve technical support requests, including urgent and high-severity production incidents.
• Communicate with customers throughout the support lifecycle by gathering context, providing diagnostics, and explaining resolutions.
• Identify product usage trends, bugs, and feature requests, and share feedback with Product and Customer Success.
• Lead customer debugging calls with Enterprise Account Managers and mentor new support team members.
• Improve support workflows, documentation, knowledge base content, and best-practice guides; participate in an on-call rotation.

Requirements

• 5+ years of customer support engineering or comparable customer-facing technical experience.
• 5+ years supporting enterprise customers.
• 2+ years diagnosing production network connectivity and performance issues.
• Experience with Terraform, major cloud platforms, distributed systems, microservices, Kubernetes, REST APIs, GitHub, and command-line tools.
• Experience with Bash, Python, Ruby, or another scripting language, plus the ability to read complex code for troubleshooting.
• Strong problem-solving, analytical, communication, organization, and customer support skills; startup experience and a customer-first mindset.

Nice to have

• DevOps engineering, software engineering, or systems administration experience.
• Software-defined networking experience, such as Tailscale.
• Experience supporting engineering teams and their daily tools.

Culture & Benefits

• Equity and performance bonuses are offered.
• Collaboration with Product, Customer Success, and Enterprise Account Management.
• AI tools are permitted for take-home assessments when their use is disclosed.
• AI assistance is not permitted during conversational interviews.
• Interview processes are intended to be completed within two to four weeks when schedules allow.

Hiring process

• Meet individual contributors, managers, and senior leaders during the interview process.
• Conversational interviews do not permit AI assistance.
• Take-home assessments may use AI tools if usage is honestly disclosed.