Senior Support Engineer I (AI)

Location: Remote in the United States; employees must reside in AL, AR, CA, CO, FL, GA, IL, KY, MA, MI, MT, MO, NV, NJ, NY, NC, OR, PA, TX, WA, UT, VA, or WI.

Salary: $130,000–$195,000 annually, plus meaningful early-stage equity and benefits.

Company

hirify.global builds AI products for grocery retailers to improve enterprise decision-making, reduce food waste, and optimize operations from stores to distribution centers.

What you will do

• Own complex customer-facing escalations involving data mapping defects, recommendation and forecast anomalies, integrations, and data-feed failures.
• Lead cross-functional initiatives to increase ticket deflection, reduce handling time, and minimize escalations.
• Define success metrics, establish baselines, measure outcomes, and communicate impact to relevant teams and leaders.
• Build investigation and automation tooling with SQL, Python, Databricks, Looker, Stylo, Claude, Cowork, and related workflows.
• Partner with Solutions Engineering, Data Engineering, Product Engineering, and Operations to eliminate recurring root causes.
• Mentor Tier 1 and Tier 2 engineers, lead training, document playbooks, and represent Support in technical and cross-functional forums.

Requirements

• 5+ years of experience in technical support engineering, solutions engineering, data engineering, or a comparable role involving production-data root-cause analysis.
• Advanced SQL skills, including reasoning about joins across large and imperfect datasets and validating findings against authoritative sources.
• Experience owning complex cross-functional initiatives from definition through delivery.
• Proficiency with AI tools such as Claude or other agentic platforms, with sound judgment about automation reliability.
• Python or similar scripting ability for investigation and data automation.
• Clear written communication, mentoring ability, self-direction, and comfort working through ambiguity.

Nice to have

• Grocery, retail, or supply chain experience, including ordering, replenishment, assortment, or fresh department operations.
• Experience with Databricks, Zendesk, Stylo, or workflow automation platforms.
• Experience supporting ML-driven products and distinguishing data, model, and application issues.
• Experience mentoring engineers and raising a team’s technical standards.

Culture & Benefits

• Medical, dental, and vision coverage for employees and families, with most premiums covered, plus mental health support.
• 401(k) program with company match, meaningful equity for U.S. employees, and a professional development budget.
• Remote work support with a home office stipend and flexible coworking wallets.
• Monthly wellness and telecommunications stipends.
• Flexible paid time off and an inclusive culture focused on proactivity, kindness, candor, and humility.