Support Specialist - AI Applications

Location: 120 Bremner Boulevard, Toronto, Ontario, Canada; hybrid work with at least three days per week in the local office or onsite with clients

Base salary: $70,500–$112,900 per year, plus potential performance-based incentives.

Company

hirify.global is a global risk, reinsurance, capital, people, investments, and management consulting company serving clients in 130 countries.

What you will do

• Support production, business, and AI applications; monitor application and server health, logs, and alerts.
• Triage incidents and service requests, clarify requirements, coordinate with stakeholders and IT teams, and implement technical solutions.
• Debug functionality, sign-on, security access, reporting, upgrade, and usability issues, validating fixes through stakeholder testing.
• Perform root cause analysis for high-priority incidents, prepare incident reports, and communicate updates about tickets, deployments, outages, changes, and rollouts.
• Support vulnerability remediation, change-management and SDLC processes, service-management reporting, and application-support improvement projects.
• Provide on-call and off-hours support, including weekends, and participate in ideation and related initiatives.

Requirements

• Degree in Computer Science or Information Technology.
• 5+ years of direct production and business application support experience, including 2 years supporting AI applications.
• Hands-on support or development experience with one or more of MEAN/MEARN, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub; Python scripting knowledge.
• Practical experience with Docker and/or Kubernetes and multi-tier Internet/Intranet applications using common design patterns.
• Strong understanding of HTTP methods, REST, JSON, SOAP, GraphQL, and API management platforms such as Apigee and AWS API Gateway.
• Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk, including at least one year of AI monitoring with Datadog or LangSmith.
• Understanding of traditional and large language models, model lifecycle, bias and accuracy, model drift, prompt engineering, MCP, RAG, token management, and AI KPIs.
• Availability for meetings, on-call and off-hours support, including weekends, and a flexible schedule for off-hours conference calls.

Nice to have

• AWS or Azure experience, ITIL certification, and experience with offshore–onsite delivery teams.
• Technical ability to debug AI applications, MCPs, and RAGs using monitoring tools for cause identification.
• Strong debugging, troubleshooting, analytical, design, process-optimization, organizational, and time-management skills.
• Excellent and effective English communication, self-direction, quick learning, quality focus, and commitment to deadlines.

Culture & Benefits

• Hybrid work with local-office or client-site presence at least three days per week and at least one weekly in-person anchor day for office-based teams.
• Professional development opportunities, tuition assistance, and interesting work with supportive leaders.
• Inclusive and flexible work environment with collaboration across colleagues, clients, and communities.
• Health and welfare benefits, retirement programs, employee assistance programs, and other total-rewards benefits.
• Reasonable workplace accommodation is available for employees and prospective employees with disabilities or medical needs.