Senior Support Engineer – AI & Automation

Location: Madrid, Spain; hybrid workplace

Company

hirify.global develops SaaS solutions through the hirify.global HUB to improve transparency, efficiency, and trust across global value chains, using technologies including artificial intelligence.

What you will do

• Resolve difficult third-level support cases across the hirify.global HUB by reproducing issues, analysing logs and code, identifying root causes across the portal, backend, and integrations, and working with Engineering on fixes and workarounds.
• Analyse Freshdesk ticket data, chatbot logs, and help-center searches to identify recurring questions, documentation gaps, misrouted tickets, and their business impact.
• Design and implement support automation, including entitlement and product checks, documentation-grounded agent answer suggestions, safe automatic resolution, and decision guardrails.
• Convert resolved tickets into help-center articles and academy content with Technical Writers and Solution Experts.
• Implement early incident detection and escalation rules for customer-impacting production issues, routing them to Engineering and CX leadership.
• Own automation metrics including deflection rate, auto-resolution rate, agent handling time, and reopen rate.

Requirements

• Degree in computer science, engineering, or a related technical field, plus several years of hands-on experience in technical support, solutions engineering, support engineering, or a comparable role for a B2B software product.
• Ability to write code using TypeScript/JavaScript or Python, work with REST and GraphQL APIs, perform SQL-like querying, and use Git.
• Ability to read React frontend and Node backend code well enough to locate problems.
• Hands-on experience using LLMs and AI coding assistants, with the ability to verify their output against logs, code, and data.
• Systems-thinking approach focused on identifying process issues, product gaps, and missing documentation behind support tickets.
• Comfort communicating with customers during difficult situations and with engineers about root causes, in English.

Nice to have

• Spanish or German language skills.
• Experience with Freshdesk, Jira, comparable ticketing systems, knowledge bases such as Document360, or monitoring tools.

Culture & Benefits

• Flexible hybrid work model balancing productivity and team collaboration.
• Collaborative teamwork and an open communication culture.
• Professional and personal growth opportunities in an international environment.
• Team events and knowledge-sharing sessions.
• Inspiring workspaces in Madrid and beyond.

Hiring process

• TA review of LinkedIn candidates.