Agent Support Engineer (AI)

Location: San Francisco, United States; hybrid work. The role supports accounts requiring US-based data handling.

Salary: $115,000–$140,000 per year, plus employee stock options.

Company

hirify.global develops AI agents and healthcare technology to improve patient access and automate specialty appointment scheduling and care-related interactions.

What you will do

• Own steady-state L1/L2 ticket management for live customer accounts.
• Design the post-live support model, including processes and playbooks, for the first account.
• Investigate and resolve customer issues using logs, data, and internal tools.
• Work cross-functionally on escalations and close the loop with customers.
• Communicate clearly with customer stakeholders, including executives, in writing and live conversations.
• Track and improve response and resolution SLAs, CSAT, and reopen rates.

Requirements

• 5+ years of customer support experience in SaaS or AI-first companies.
• Strong verbal and written communication skills with executive presence.
• Examples of going above and beyond for customers.
• Experience working cross-functionally and as a team player.
• Ability to work in a hybrid setup in San Francisco and support accounts requiring US-based data handling.

Nice to have

• Healthcare or health tech experience.
• Customer-facing experience.
• Ability to read basic code.
• Experience with Pylon, LLMs, Google Cloud Console, Braintrust, logs, SQL, or databases.

Culture & Benefits

• Employee stock options and competitive compensation.
• Annual professional development budget and training opportunities.
• Office setup stipend, meals, snacks, and commuter benefits.
• Medical, dental, and vision insurance.
• Flexible PTO, fitness stipend, and 401(k).
• A fast-moving, customer-focused environment centered on ownership, accountability, continuous improvement, and teamwork.