Community Support Engineer (AI)

Location: San Francisco, CA or Boston, MA (Boston preferred) — Hybrid

Salary: $90K–$130K

Company

hirify.global provides an AI-powered governance and control layer for agentic software development, including code review, pull request triage, explanations, and post-merge security monitoring.

What you will do

• Provide the first technical support response across Discord, X, Reddit, and GitHub Discussions.
• Troubleshoot code review scenarios, integration failures, and API issues end-to-end by reproducing issues, debugging code, and delivering working solutions.
• Create reusable how-to guides, debugging walkthroughs, configuration examples, and documentation for recurring issues.
• Escalate bugs, missing features, and product improvements to Engineering and Product with complete reproduction steps and context.
• Own community resolution, collaborate with support engineers, and facilitate escalations to enterprise support when needed.
• Report recurring issues, feature requests, product feedback, and documentation gaps to leadership while fostering a welcoming technical community.

Requirements

• At least 4 years of experience leading support operations initiatives, program management, or operational improvements in a technical or SaaS environment.
• Proven experience designing and launching operational programs or initiatives that measurably improved support metrics and team productivity.
• Strong analytical mindset and fluency with operational data, including defining metrics, interpreting dashboards, and translating insights into programs and process improvements.
• Passion for delivering a high-quality customer experience.
• Ability to design scalable frameworks, establish standards, and evolve support operations at scale.

Nice to have

• Experience leading operational programs from conception through pilot, rollout, and ongoing optimization.
• Familiarity with agile or lean methodologies for program management and continuous improvement.
• Experience using data analysis tools and dashboards for decision-making.
• Understanding of modern software development practices, version control systems, and tools such as Git, GitHub, CI/CD, VS Code, and Cursor.
• Knowledge of customer success, sales, and professional services, including retention, expansion, MEDDPICC, and services delivery.
• Bachelor’s degree or equivalent in computer science, engineering, mathematics, or another technical field.

Culture & Benefits

• Collaborative and innovative environment focused on collective intelligence and knowledge-sharing.
• Work with cutting-edge technology with real-world impact for developers.
• Competitive salary, equity, and benefits.
• Professional development opportunities.
• Asynchronous collaboration across APAC, EMEA, and AMER time zones.