Senior Software Engineer – Customer Support (AI)

Location: London, United Kingdom; hybrid with a minimum of two days per week in the office and customer onsite visits as required. Eligibility for SC clearance and possession of a British passport are required.

Company

hirify.global provides an AI-powered contract intelligence platform for contract management, insights, automation, compliance, and risk reduction.

What you will do

• Support UK government customers as part of a Level 3 Customer Support team.
• Understand customer use of the product and analyze complex issues to deliver code-level technical solutions.
• Provide technical support during go-live phases, including workflow updates, user interface changes, report creation, database scripting, and integration configuration.
• Collaborate with development teams to track bugs, suggest improvements, and respond to enhancement requests.
• Deliver hotfixes, patches, upgrade support, and maintain internal and external knowledge base articles.
• Follow and improve CRM processes and participate in an on-call rotation for critical customer needs.

Requirements

• Previous experience in application development, support, or sustaining engineering.
• Strong development and troubleshooting skills with C#, ASP.NET, MVC, SQL, stored procedures, and JavaScript.
• Familiarity with customer support tools and processes.
• Strong AI mindset and familiarity with AI-enabled support solutions, troubleshooting tools, automation technologies, and scalable customer support experiences.
• Excellent written and verbal communication skills.
• Ability to actively listen, understand customer pain points, and design effective solutions.
• Eligibility for SC clearance and possession of a British passport.

Nice to have

• Exposure to Azure and cloud computing.

Culture & Benefits

• Hybrid work based in Central London near Liverpool Street Station.
• Direct collaboration with customers and a small, focused team.
• Autonomy to solve problems creatively and work on projects supporting the UK public sector.
• Participation in an on-call rotation is expected.