Senior Technical Support Engineer (API/AI Gateway)

Location: Remote, United States

Salary: $130K–$170K per year, plus potential equity and bonus

Company

hirify.global builds an API and AI connectivity platform that helps organizations secure, manage, govern, accelerate, and monetize API and AI traffic across models and clouds.

What you will do

• Investigate and resolve complex customer issues across production and pre-production environments through live troubleshooting calls and email.
• Implement and support hirify.global products and technologies, including API Gateway and AI Gateway solutions.
• Create knowledge articles and provide feedback to engineering and product teams on product performance and customer needs.
• Collaborate with Education, Technical Account Management, Customer Success, and Professional Services teams on customer issues.
• Deliver executive summaries, detailed root cause analyses, and strategic insights for high-severity escalations.
• Mentor support engineers and drive cross-functional projects that improve product stability, operational workflows, tools, and customer experience.

Requirements

• Strong foundation in API management, HTTP protocols, and modern application architectures.
• Experience implementing secure authentication and authorization flows, including OpenID Connect and OAuth.
• Expertise with cloud infrastructure such as AWS, Azure, or GCP, and container orchestration or deployment technologies including Docker, Kubernetes, or serverless platforms.
• Operational knowledge of Git/GitHub versioning, change control, and CI/CD workflows.
• Ability to use AI tools such as Claude or Gemini to streamline technical workflows and diagnostics.
• 8+ years of experience in a high-touch, customer-facing technical role such as Support Engineering, Solutions Architecture, or Technical Account Management.
• Proven leadership and escalation-management experience in a technical role.
• Ability to drive high-impact technical projects while managing a daily support queue.
• Specialized support expertise for high-value enterprise clients and executive accounts.

Culture & Benefits

• Remote role working with developers and customers around the world.
• Opportunity to influence product and engineering roadmaps through customer feedback.
• Health, dental, and vision insurance may be available.
• Paid holidays, paid time off, professional development opportunities, and work tools may be available.
• Additional equity and bonus eligibility may apply.