Senior Technical Customer Support Specialist (AI)

Location: Argentina; 100% remote

Company

hirify.global provides an AI-powered media measurement and optimization platform using automated experimentation, media mix modeling, and incrementality analysis for advertising investments.

What you will do

• Own resolution of complex escalated technical issues, including data integration problems, transformation errors, platform bugs, and multi-platform discrepancies.
• Validate data with SQL queries, investigate pipelines and anomalies, interpret logs and diagnostics, and resolve L2 technical requests.
• Coordinate critical incidents and complex cases with Technical Support Engineers, Product, Engineering, Solutions Engineering, and Customer Success.
• Provide technical expertise during customer calls, implementation reviews, strategic account discussions, and proactive customer outreach.
• Create troubleshooting guides, runbooks, process documentation, and customer-facing knowledge base content.
• Lead support workflow, automation, escalation, first-contact resolution, customer satisfaction, and operational efficiency improvements, including applicable agentic AI initiatives.

Requirements

• 3+ years of experience in technical support, customer support, or technical account management in B2B SaaS.
• 1+ year of demonstrated experience as a support team member or subject matter expert, including mentoring and developing junior team members.
• Strong hands-on technical proficiency with data platforms, SQL, APIs, integrations, ETL/ELT pipelines, data warehouses, authentication, rate limits, and error handling.
• Experience with marketing technology platforms, including Facebook, Google, and TikTok advertising platforms, plus GA4 and Adobe Analytics.
• Ability to diagnose data pipeline problems, integration errors, platform bugs, data quality issues, and complex technical incidents.
• Expert proficiency with Zendesk or Intercom, including advanced features, automation, and reporting.
• Experience with data visualization tools such as Tableau, Looker, or Mode, and cloud data platforms such as Snowflake, BigQuery, or Databricks.
• Knowledge of marketing analytics concepts, including attribution, incrementality measurement, and media mix modeling.
• Ability to read technical logs, error messages, and system diagnostics; familiarity with data privacy regulations including GDPR and CCPA.
• Ability to support requests from 25+ clients within expected SLA, manage critical incidents, coordinate cross-functional responses, and explain technical concepts to diverse audiences.
• Proven ability to drive measurable process improvements in team efficiency or customer satisfaction.
• Customer-first mindset, trusted relationship-building skills, strong written and verbal communication, ownership, composure under pressure, collaboration, and continuous learning.
• Ability to provide constructive feedback, coach others through complex problem-solving, lead by example, and build team cohesion.
• Leads with integrity and embraces diversity.

Nice to have

• BA/BS, preferably in a technical field, data analytics, or a related discipline.
• Experience with Python or R for scripting or data analysis.

Culture & Benefits

• 100% remote work from Argentina.
• Competitive total rewards and flexible paid time off.
• Opportunities to give back through hirify.global for Good.
• Engaged, diverse, and curious culture.
• Award-winning technology and an agile, collaborative team.