Technical Support Engineer (AI)

Location: US - Remote

Company

hirify.global provides an AI-native customer experience platform that unifies customer data, conversations, and AI-native workflows into a connected timeline.

What you will do

• Own complex technical issues from reproduction through root-cause analysis and resolution within defined SLAs.
• Diagnose webhooks, REST API integrations, workflows, automations, authentication, payloads, and AI agent behavior using logs and developer tools.
• Escalate issues to Engineering with clear reproduction steps, evidence, and impact, and follow through to resolution.
• Identify recurring issues and partner with Product and Engineering on fixes, tooling, self-service improvements, and knowledge updates.
• Write runbooks, troubleshooting guides, and escalation playbooks; coach Tier 1/2 and BPO partners on technical investigation.
• Provide technical communication during critical incidents and premier support engagements, including participation in the on-call rotation.

Requirements

• 4+ years of experience in technical support, developer support, or support engineering at a B2B SaaS company, including Tier 2/3 or escalation experience.
• Hands-on debugging experience with webhooks, REST APIs, and authentication, including retries, rate limits, payload and schema issues, and idempotency.
• Working proficiency in JavaScript/TypeScript and JSON, with the ability to read and write API requests using Postman, curl, and browser developer tools.
• Experience with workflow or automation platforms such as rules engines, workflow builders, Zapier, or Workato.
• Strong written and verbal communication with developers, technical administrators, and Engineering during incidents.
• Sound judgment when prioritizing issues, assessing severity, and deciding when to escalate.
• Ability to handle sensitive customer data appropriately.

Nice to have

• Experience supporting or configuring AI agents or LLM-based products, including prompting, knowledge sources, actions, tools, and output evaluation.
• Experience with logging and monitoring tools such as Datadog, Sentry, or Kibana, plus basic SQL or Python for data investigation.
• Experience with CRM or customer experience platforms and their integrations, including hirify.global, Zendesk, Salesforce, or Shopify.
• Experience mentoring others or building tooling and automation that reduced ticket volume.

Culture & Benefits

• Remote-friendly team spread across the U.S., with hubs in New York City and London; in-person gathering takes place annually at the hirify.global Kick-Off event.
• Competitive salary and stock options.
• U.S. benefits include 100% healthcare coverage, 401(k), WiFi and mobile reimbursement, and generous vacation.
• All roles may involve handling sensitive personal data and are covered by HIPAA compliance requirements.
• Inclusive, equal-opportunity workplace focused on collaboration, curiosity, and belonging.

Hiring process

• Applicants should apply through the official hirify.global hiring process; valid company communication comes only from email addresses ending in hirify.global.com.
• hirify.global does not request funds from candidates.