Tier 1 Support Specialist (AI)

Location: Students in Israel, working three night shifts per week for the US West Coast, including one weekend night. Onboarding includes some daytime availability in Israel.

Company

hirify.global maps the underground using AI-driven sensing technology supported by field teams across the United States.

What you will do

• Own the support channel for US field crews during assigned shifts and respond to incoming requests.
• Perform first-line diagnostics for sensors, devices, data synchronization, uploads, credentials, logins, and field applications.
• Resolve recurring issues with runbooks and prior resolutions, escalating defects to Tier 2/3 with logs, device IDs, and troubleshooting steps.
• Maintain accurate case updates and complete structured handovers between US and Israel support engineers.
• Document new fixes and improve runbooks and the knowledge base.
• Work with the second student, provide coverage, and participate in weekly team syncs.

Requirements

• Second- or third-year student in Computer Science, Software or Electrical Engineering, Information Systems, or a similar field, with at least two years remaining in the degree.
• Fluent written and spoken English required for real-time support of American field technicians.
• Basic knowledge of networking, operating systems, log files, and web or mobile applications, with curiosity about hardware and sensors.
• Calm, structured, and clear communication under time pressure.
• Availability for three fixed night shifts per week, including one weekend night, and the full three-week onboarding.

Nice to have

• Previous help desk, support, IT, or military technical experience.
• Familiarity with Slack, PagerDuty, Jira, or other ticketing tools.
• Experience with Python or shell scripting.
• Interest in geospatial technology, sensors, or field robotics.

Culture & Benefits

• Follow-the-sun support model connecting US and Israel support engineers.
• Structured shift handovers provide continuous coverage for field crews.
• Weekly team syncs and paired coverage with a second student.