Staff Support Engineer (AgentiX Support - Cortex) (AI)

Location: Tel Aviv-Yafo, Israel; office-based

Company

hirify.global develops cybersecurity products and uses AI to improve digital security and support operations.

What you will do

• Develop in-product support instructions based on incoming customer cases.
• Validate production Generative AI models using evaluation platforms and quality methodologies.
• Monitor and rank AI answers for accuracy, reliability, and performance.
• Drive continuous training through systematic prompt engineering, refinement, and versioning.
• Govern AI knowledge-base content and verify that compliant information is ingested.
• Partner with R&D and Support Enablement to translate quality issues into model improvements and new features.

Requirements

• 7+ years of hands-on technical support, escalation, or enablement experience with cybersecurity or cloud security products.
• Experience writing technical support knowledge-base articles, troubleshooting playbooks, and troubleshooting guides.
• Experience mentoring support engineers.
• Ability to analyze support data and provide actionable insights.
• Strong technical communication skills for translating model performance issues and agentic action requirements into prioritized R&D requirements.
• Work from the Tel Aviv-Yafo, Israel office; visa sponsorship is not available.

Nice to have

• Prompt engineering experience, including authoring, testing, and refining instructional inputs.
• Experience with GCP, Kubernetes, containers, and cloud cybersecurity technologies.
• Understanding of AI tools, large language models, machine learning, and applied AI principles.
• Ownership of projects through successful completion.

Culture & Benefits

• Collaborative, in-person work model with flexibility when needed.
• Work alongside R&D and support enablement teams on mission-critical cybersecurity applications.
• Commitment to diversity, inclusion, and reasonable accommodations.