Technical Support Expert

Location: Rio de Janeiro, RJ, Brazil; Remote

Company

hirify.global develops AI agents for enterprise translation across websites, apps, help centers, support, and internal tools in 650+ languages, adapting output to terminology, tone, and compliance requirements.

What you will do

• Investigate, reproduce, troubleshoot, and resolve escalated issues across the platform, API, test environments, and enterprise integrations.
• Diagnose integration issues involving TMS systems such as Trados, memoQ, XTM, and Phrase, plus third-party MT/LLM providers; engage vendor teams when required.
• Escalate thoroughly investigated issues to R&D with reproduction steps, logs, scope, and impact, and drive them through resolution.
• Keep support, TAM, CSM, Product, and R&D teams informed; join customer technical calls and own troubleshooting when needed.
• Document scenarios, workarounds, and fixes; improve alerting and tooling through reusable scripts and automations.
• Cover the front-line queue when needed, support incident communications, and participate in on-call coverage for high-severity issues outside standard hours.

Requirements

• 3+ years in Tier-2/2nd-line technical support or support engineering at a B2B SaaS company supporting external, paying customers.
• Demonstrated experience investigating and resolving escalated technical issues, including bug reproduction, log analysis, and root-cause analysis.
• Hands-on experience with HTTP, RESTful APIs, and tools such as Postman, Insomnia, or cURL; comfortable reading JSON payloads and logs.
• Scripting experience, preferably with Python, used to automate routine tasks or build investigation tools.
• Ability to write actionable bug reports and escalations that engineers can use without follow-up questions.
• Fluent written and spoken English.
• Experience working remotely in a distributed, multicultural team.

Nice to have

• Localization or translation technology experience, including TMS configuration and continuous localization workflows.
• Experience with LLM- or MT-based products in production and using AI tools in daily work.
• SQL and HTML skills.
• Experience troubleshooting third-party integrations, connectors, or webhooks.
• Experience with incident communication, such as Status Page.
• Familiarity with Plain, Linear/Jira, Confluence, or comparable tools.

Culture & Benefits

• Fully remote work with a distributed, multicultural team.
• Culture centered on teamwork, flexibility, transparency, ownership, autonomy, and responsibility.
• Opportunity to work on AI agents for enterprise translation and deploy them into production for global enterprises.
• Competitive compensation and the ability to directly influence company direction and business decisions.
• On-call availability is required for high-severity issues outside standard hours.

Hiring process

• Submit an application to hirify.global for consideration.
• Applicants interested in future opportunities may submit a resume and brief cover letter to talentpool@inten.to, highlighting expertise, preferred roles, and career goals, using “hirify.global Talent Pool” as the subject.