Product Support Specialist (AI)

Location: On-site in San Francisco, United States

Salary: $90K–$110K per year plus equity

Company

hirify.global develops real-time voice and audio AI models and products based on novel model architectures and systems engineering.

What you will do

• Own the support queue across Slack, Pylon, WhatsApp, and email, with additional attention to priority and enterprise accounts.
• Maintain response and resolution times within SLA and keep customers informed about issue status.
• Resolve L1 and L2 issues involving billing, documentation, configuration, APIs, and voices.
• Troubleshoot and reproduce complex L3 issues, collect relevant details, and escalate them to On-Call with complete context.
• Partner with Engineering and Product by writing bug reports, creating actionable Linear tickets, and helping prioritize customer-blocking fixes.
• Reduce repeat tickets through internal runbooks, customer-facing documentation, troubleshooting knowledge sharing, and incident communications.

Requirements

• 2+ years of technical support experience for an API or developer product serving customers who write code.
• Hands-on ability to read requests, responses, and logs, reproduce issues, and distinguish bugs from configuration problems.
• Clear written communication for customers, bug reports, runbooks, and documentation.
• Experience supporting customers through real-time channels such as shared Slack channels or chat while balancing speed and accuracy.
• Experience working with engineers to resolve issues, including filing well-formed tickets in a tracker such as Linear.
• Ability to work effectively with ambiguity, make decisions without a playbook, and create missing processes.
• Employment eligibility is verified through E-Verify and Form I-9 after hire.

Nice to have

• Experience supporting an API or developer product whose customers write code.
• Familiarity with AI products, especially voice, speech, or audio products such as text-to-speech, speech recognition, or voice agents.
• Experience writing customer-facing updates during incidents or outages.

Culture & Benefits

• In-person work in offices in San Francisco, London, and Bangalore; this role is based in San Francisco.
• Visa sponsorship support is assessed case by case and depends on the role and work location.
• Health, dental, and vision insurance for employees and families, plus 401(k), parental leave, commuter allowance, and flexible PTO.
• Daily meals and snacks, an open and inclusive culture, and a fast-paced environment focused on novel, high-quality work.