Support Engineer (AI)

Location: On-site in San Francisco, California, United States

Compensation: OTE $115K–$225K plus equity.

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

• Configure Pylon and build ticket tracking, SLA tracking, and support automations.
• Troubleshoot API, SDK, and customer integration issues that AI tools cannot resolve.
• Reproduce bugs, create pull requests for engineering review, and escalate unresolved issues with reproduction steps, logs, impact, and prior investigation.
• Own customer follow-up through resolution, including escalated tickets, and coordinate with Account Executives and Forward Deployed Engineers.
• Improve documentation, the knowledge base, Pylon, and agent workflows to increase AI-first resolution.
• Manage follow-the-sun handoffs, account-health escalations, churn and contraction risks, and cross-ticket product feedback.

Requirements

• Several years of hands-on programming experience, including reading and debugging unfamiliar code and opening pull requests in a production codebase.
• Experience troubleshooting APIs, SDKs, or distributed systems in production; search, retrieval, LLMs, or data pipelines are relevant contexts.
• A structured approach to ambiguous problems, including asking questions, forming hypotheses, and testing them.
• Clear judgment about when to continue investigating and when to escalate, with the ability to explain technical problems to customers and engineers.
• Comfort working AI-first with AI tools and agents in the daily workflow.
• Availability for shift work in a 24/7 follow-the-sun support model.

Nice to have

• Experience as a software engineer, support engineer, solutions engineer, or site reliability engineer at a developer-tools, API, or AI company.
• Experience building with LLMs, RAG, or agents and reasoning about retrieval and search quality.
• Experience building automations or AI workflows that reduce repetitive work.
• Interest in organizing the world's knowledge and making it accessible to machines.

Culture & Benefits

• In-person work with a largely San Francisco-based team.
• Premium medical, dental, and vision healthcare benefits.
• Fertility benefits and a monthly wellness stipend.
• AI-first support operations with around-the-clock customer coverage.
• High-agency, low-ego working environment focused on solving difficult search and knowledge problems.