Support Engineer (AI/HR Tech)

Location: Remote, United States

Company

hirify.global is a fast-growing startup providing onboarding and compliance solutions supported by AI-first customer operations.

What you will do

• Own the support queue, prioritizing tickets by urgency, worker and customer impact, contractual SLA, and engagement tier while maintaining ownership through resolution.
• Diagnose and resolve configuration, API, integration, log, and data-mapping issues; distinguish setup problems from product defects and provide actionable Engineering escalations.
• Serve as the named support contact for dedicated accounts and flag account risks or opportunities to the account owner.
• Handle I-9 and E-Verify recovery, reverification, MOU and web services setup, and USCIS notice remediation within Compliance-approved guidance.
• Provide Tier 2 and Tier 3 support and coaching for partner support teams, and support customers during implementations without owning new implementations.
• Use and improve AI agents, automations, help articles, Academy content, and runbooks for triage, investigation, reporting, communication, and prevention of repeat tickets.

Requirements

• Entry-to-mid-level experience is acceptable; demonstrate completed work such as a support queue, shipped project, GitHub repository, organization, business, or tool adopted by others.
• Experience handling a support queue, help desk, customer operations role, or a closely related function, including diagnosing issues through recovery and prevention while managing multiple open cases.
• A real AI project where an agent, automation, tool, or workflow performed meaningful work; explain failures and how output quality was checked.
• Demonstrated growth mindset through personal projects, entrepreneurial ventures, GitHub projects, or organizations started or run.
• Evidence of taking charge, rallying people, or owning an unassigned outcome.
• Ability to receive and apply feedback, adapt to changing priorities, and provide occasional after-hours escalation coverage.
• Technical curiosity and comfort with APIs, logs, data mappings, spreadsheets, or SQL, or the ability to learn them quickly.
• Clear written communication, actionable updates, and accurate expectation-setting without overpromising.
• This is not a pre-sales, account management, sales, quota, renewals, upsells, or new-customer-implementation role.

Nice to have

• HR operations or compliance exposure, including staffing, high-volume hiring, I-9, E-Verify, or payroll experience.

Culture & Benefits

• Remote-first culture with optional in-person collaboration.
• Weekly one-to-ones, regular feedback, coaching, and investment in professional growth.
• Growth opportunities into Solutions Engineering, Deployment Strategy, Product, and other technical roles.
• Competitive salary and equity.
• Health, dental, vision, and retirement benefits.