Director of Customer Support (AI)

Location: Hybrid in the San Francisco Bay Area, California, or New York, NY, United States.

Base salary: $240K–$275K plus equity.

Company

hirify.global provides a unified interface for AI inference, giving developers and organizations access to hundreds of models through a single API for choosing, routing, evaluating, and scaling model usage.

What you will do

• Own the strategy and execution of an AI-native support organization built around AI, automation, and technical excellence.
• Build, orchestrate, and improve AI agents, workflows, internal tools, automation, self-service capabilities, documentation, and product improvements.
• Deliver deeply technical support for developers, AI-native startups, and enterprise customers building production applications on hirify.global.
• Lead support performance, incident response, escalations, global coverage, enterprise SLAs, and customer experience metrics.
• Lead and develop a small team of Support Engineers who debug technical issues and improve the systems that resolve them.
• Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering on complex issues and customer-driven improvements.

Requirements

• 8+ years of experience in technical support or support engineering, including 4+ years leading teams through significant growth.
• Experience managing and scaling Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform serving developers.
• Hands-on experience building, implementing, or operating AI agents, automations, and technical systems that improve support operations.
• Understanding of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and production AI application challenges.
• Ability to support significant growth in customers, usage, or ticket volume without proportional headcount increases.
• Technical fluency with Engineering collaboration, complex issue investigation, APIs, and Python, TypeScript, or similar tools.
• Experience owning support SLAs, incident management, escalations, customer experience metrics, and global 24/7 technical support coverage.
• Ability to move quickly, work through ambiguity, and measure success through customer outcomes and organizational leverage.

Nice to have

• Experience at a leading LLM model lab, AI inference provider, or developer-first AI infrastructure company.
• Experience building and maintaining production AI agents or agentic workflows for customer-facing operations.
• Experience supporting high-volume API platforms with demanding enterprise reliability requirements.
• Familiarity with AI-assisted development tools, agent frameworks, and modern support platforms.

Culture & Benefits

• Builder-oriented role focused on creating systems that solve many problems instead of scaling through headcount alone.
• Hands-on leadership involving building, debugging, experimentation, and shipping.
• AI agents are treated as part of the support organization.
• Success is measured by customer outcomes, support quality, efficiency, and organizational leverage.
• Compensation includes equity in addition to the base salary.

Hiring process

• First 30 days: understand customers, support operations, technical challenges, and existing AI-powered systems, then identify improvement opportunities.
• First 60 days: ship improvements to support systems, automation, and escalation workflows while establishing performance metrics.
• First 90 days: establish a scalable technical support operating model, measure efficiency and customer experience improvements, and create a roadmap for further capacity growth.