Product Support Solutions Developer (AI)

Location: Boston, MA, United States; hybrid

Base salary: $127,500–$191,500 per year, with potential incentive compensation and equity.

Company

hirify.global provides cyber threat intelligence to more than 1,900 clients through a global intelligence organization.

What you will do

• Design and maintain custom applications, scripts, webhooks, APIs, middleware, and automated workflows across Zendesk, Jira, Salesforce Service Cloud, Domo, and StatusPage.
• Develop and deploy AI agents, LLM-powered assistants, chatbots, prompt workflows, knowledge ingestion pipelines, and RAG solutions for support automation.
• Administer support platforms, including SLAs, routing rules, triggers, quality audits, compliance checks, and incident communication tooling.
• Build SQL-based data pipelines and analytics dashboards to track ticket volume, MTTR, CSAT, backlog, and other support KPIs.
• Create technical onboarding, training, documentation, knowledge-base content, and client-facing self-service materials.
• Identify operational bottlenecks, perform root-cause analysis, and implement process improvements and automation.

Requirements

• 3+ years of experience in product support engineering, support operations, technical support, or developer relations.
• Hands-on programming experience with Python, JavaScript or Node.js, REST APIs, webhooks, and JSON.
• Experience administering or developing for customer support platforms such as Zendesk, Jira Service Management, Salesforce, or Freshdesk.
• Strong SQL skills and experience with Domo, Tableau, Looker, Zendesk Explore, or similar reporting tools.
• Experience documenting SOPs, leading technical training, optimizing support workflows, and collaborating across Engineering, Product, and Support.
• Hybrid work in Boston, Massachusetts, United States is required for this role.

Nice to have

• Experience with AI agents, LLM APIs, conversational AI, LangChain, AutoGen, or other agentic frameworks.
• Experience with vector databases, prompt engineering, AI-optimized knowledge bases, and RAG architectures.
• Familiarity with ITIL, Agile, or DevOps practices.

Culture & Benefits

• Inclusive environment with employees representing more than 40 nationalities.
• Medical, dental, vision, and life insurance.
• 401(k) and potential equity and incentive compensation.
• Final-round interviews are conducted in person or by scheduled video conference with the hiring manager.