Director of Support Engineering (AI)

Location: Berlin, Germany

Company

hirify.global is an AI-first startup building LLM-powered applications for large enterprises, combining product development with consultancy and serving Fortune 500 customers.

What you will do

• Establish and lead the enterprise support function, including support architecture, SLA frameworks, incident escalation paths, and diagnostic runbooks.
• Support enterprise executives, sponsors, and engineering leads on live technical calls; uncover workflow issues, translate requirements, and manage high-stakes account de-escalations.
• Investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases.
• Query databases, analyze CloudWatch, Datadog, and Splunk logs, trace JSON payloads, and inspect source code to isolate root causes.
• Configure, test, and deploy AI tools and LLM APIs for log analysis, automated triage, and self-service knowledge bases.
• Partner with Product and Engineering leadership to turn recurring customer issues into product specifications, bug fixes, and feature enhancements.

Requirements

• 4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments.
• Experience building processes, setting technical standards, and mentoring engineering colleagues in a fast-paced startup environment.
• Hands-on proficiency writing complex SQL queries for relational and cloud databases.
• Practical experience with deep log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.
• Solid understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.
• Working familiarity with enterprise authentication protocols including SSO, SAML 2.0, OAuth 2.0, and Okta.
• Daily practical use of generative AI and agentic coding tools such as Claude Code, Cursor, ChatGPT, and Copilot for log parsing, code navigation, and workflow automation.
• Exceptional written and verbal English communication skills, including experience advising enterprise executives during live technical calls.

Culture & Benefits

• Work in an early-stage, fast-growing, revenue-generating AI company with direct ownership and impact.
• Collaborate closely with enterprise customers, Product, and Engineering teams.
• Work with complex enterprise environments, cutting-edge AI products, and fast product cycles.
• Help shape AI-first support workflows and the customer experience from the ground up.