Senior Support Engineer (AI)

Location: Warsaw, Poland. Existing authorization to work in Poland is required; visa sponsorship is not available.

Company

hirify.global is a global technology company operating across 19 countries and 5 continents, developing customer-focused products and support capabilities.

What you will do

• Own complex technical and product-related support cases from investigation through resolution.
• Support English-speaking customers through written and live interactions.
• Handle ambiguous, high-impact, cross-functional, sensitive, and priority cases with minimal supervision.
• Mentor global support teammates and improve case-handling standards and practices.
• Use and improve internal tools, AI-assisted tools, bots, workflows, automations, and documentation.
• Collaborate with Product, R&D, Customer Success, and other stakeholders to resolve issues and improve customer experience.

Requirements

• 5+ years of experience in technical support, support engineering, or a similar customer-facing technical role in a SaaS or technology environment.
• Strong troubleshooting, problem-solving, prioritization, ownership, and judgment under pressure.
• Strong SQL skills, including writing complex queries for investigation and troubleshooting.
• Experience analyzing logs and performing deep technical and data analysis.
• Experience with APIs, including reading documentation, testing requests, and troubleshooting integrations.
• Excellent written and verbal English communication skills; existing authorization to work in Poland required.

Nice to have

• Familiarity with the AdTech industry.
• Additional language skills, especially Russian.
• Referral by an hirify.global employee.

Culture & Benefits

• Globally distributed support organization operating across 19 countries and 5 continents.
• High autonomy, trust, and direct collaboration with global leadership.
• Opportunity to establish local support processes and shape the foundation of the Poland support function.
• Work environment focused on diversity, equal opportunity, curiosity, innovation, and continuous improvement.
• Access to evolving AI-enabled tools and workflows that improve support quality and efficiency.