Technical Support Agent (Tier 2, AI)

Location: Remote (Brazil); located in or working APAC regional time zones (AEST/SGT/JST) to cover 8pm–4am in Brazil.

Salary: $35–$45 USD per hour, depending on experience, skills, and location.

Company

hirify.global develops an AI-powered support automation platform for automating support and business processes through an omnichannel enterprise SaaS product.

What you will do

• Diagnose, reproduce, and resolve Tier 2 escalations involving API integrations, webhooks, SDKs, and platform configuration errors.
• Inspect system logs, stack traces, database queries, and AI model inputs and outputs to identify root causes, latency issues, and confidence-threshold problems.
• Provide written and verbal technical support, manage tickets, and lead live troubleshooting calls in English, Spanish, and Portuguese.
• Collaborate with Tier 3 and Engineering teams on detailed bug reports containing reproducible steps, environment details, and relevant logs.
• Create and maintain technical documentation, troubleshooting playbooks, and knowledge base articles for internal teams and external customers.

Requirements

• Full professional or native written and spoken fluency in English, Spanish, and Portuguese, preferably Brazilian Portuguese. Must be able to explain complex AI software concepts clearly in all three languages.
• Ability to work APAC regional time zones (AEST/SGT/JST) and cover 8pm–4am in Brazil.
• 2–4+ years of experience in Tier 2 Technical Support, Application Support, or Solutions Engineering, ideally in a B2B SaaS or AI/ML software platform.
• Hands-on experience debugging APIs, inspecting JSON/XML payloads, and using Postman or cURL.
• Proficiency with log monitoring and diagnostic tools such as Datadog, Splunk, CloudWatch, or browser developer tools.
• Basic understanding of web architecture, including SSO/SAML, OAuth, webhooks, and CORS, plus database querying with SQL.
• Experience with modern help desk environments such as Zendesk, Jira Service Desk, Salesforce, or similar systems.

Nice to have

• Familiarity with AI/LLM concepts, including tokens, prompt engineering basics, latency metrics, and API rate limits.

Culture & Benefits

• Remote contractor role within a global support organization serving enterprise clients in Latin America and Europe.
• Culture focused on innovation, independent problem solving, collaboration, ownership, proactivity, excellence, and humility.
• Employer-paid health insurance for the contractor and eligible dependents.
• Profit Interest Units or incentive compensation, unlimited vacation, and a 401(k) with company match.
• Short-term disability insurance, group life AD&D insurance, and a supportive, diverse, respectful workplace.