Technical Support Engineer (AI)

Location: Remote; hiring across EU and US time zones.

Company

hirify.global builds a product context layer that ingests analytics, errors, replays, and business data, with products for analytics, observability, AI observability, error tracking, MCP, and data warehousing.

What you will do

• Help customers across hirify.global's products through the app and shared Slack channels.
• Own support tickets end to end and keep customers updated throughout the investigation.
• Ship fixes to the codebase and documentation when issues or unclear explanations are found.
• Become the support expert for a product area, own its queue, collaborate with engineering, and identify recurring patterns.
• Improve support tooling and workflows built on hirify.global.
• Provide engineering teams with contextualized customer pain points and feature requests for prioritization.

Requirements

• Experience with at least two programming languages, including through previous roles, side projects, or other experience.
• Experience debugging unfamiliar code or systems and verifying that fixes work.
• Clear, concise writing that explains complex fixes without overwhelming customers.
• Thorough investigations that do not delay customer replies.
• Ability to prioritize and context-switch across a busy queue spanning multiple products.
• Ability to communicate technical details clearly to primarily engineer customers.

Nice to have

• Experience supporting analytics, session replay, feature flags, experiments, LLM observability, or similar products.
• Background in support, teaching, product, or another role involving explanation of technical concepts.

Culture & Benefits

• Remote-first work with async communication by default and support coverage across EU and US time zones.
• Meeting-free Tuesdays and Thursdays with dedicated heads-down building time.
• Autonomous, small teams with end-to-end product ownership and transparent communication.
• Support work is conducted openly through team channels, with emphasis on learning, sharing context, and customer impact.
• Interview accommodations are available for candidates with disabilities upon request.