Head of Technical Support (AI)

Location: On-site in San Francisco, United States

Company

hirify.global is building a search engine for the AI era; its Search API powers agents, Fortune 500 companies, and AI labs.

What you will do

• Build, hire, onboard, and lead Support Engineers across regions to provide 24/7 follow-the-sun coverage.
• Own the support system, including Pylon, ticket and SLA tracking, severity levels, automations, and shift handoffs.
• Define and improve the AI first line, deciding which tickets are automated and which require human support.
• Own technical escalations to Engineering and customer follow-up through resolution.
• Monitor account health, identify contraction and churn risks, coordinate actions with account teams and leadership, and follow issues to resolution.
• Convert ticket patterns into product feedback and report on response times, resolution times, customer satisfaction, AI resolution rate, and avoided churn or contraction.

Requirements

• Several years of hands-on programming experience, including debugging APIs and customer integrations, reading code, and opening pull requests.
• 5+ years in technical support, support engineering, SRE, or customer engineering, including 2+ years leading a technical support team.
• Experience building support operations from scratch, including tooling, SLAs, severity models, escalation paths, and 24/7 coverage.
• Strong judgment in using automation and AI to scale support without reducing quality.
• Clear communication with customers, engineers, and executives, especially under pressure.
• Must work in person in San Francisco.

Nice to have

• Experience building or rebuilding a support function at a fast-growing technical company.
• Experience running Pylon or a similar support platform at scale.
• Experience building with LLMs, RAG, or agents.
• Experience at an API, developer-tools, or AI company.
• Interest in organizing the world's knowledge and making it accessible to machines.

Culture & Benefits

• High-agency, low-ego environment focused on building an intelligent search engine for AI.
• Premium medical, dental, and vision healthcare benefits.
• Fertility benefits and a monthly wellness stipend.
• International candidates may receive visa sponsorship, including STEM OPT, OPT, H1B, O1, and E3 sponsorship.