Technical Support Engineer (AI Analytics)

Location: New York City, United States; hybrid attendance required in the hirify.global New York office at least 3 times a week

Salary: $104,000–$157,000 base salary, inclusive of bonus or commission

Company

hirify.global provides an AI-powered digital analytics platform that helps companies capture trustworthy data, understand customer behavior, and improve digital product experiences.

What you will do

• Answer, investigate, resolve, and escalate customer support tickets through email and chat.
• Meet service-level agreements, including weekend on-call support once per quarter and voluntary holiday on-call support.
• Work with Customer Success Managers to build data trust for key accounts and improve product adoption.
• Create and maintain technical and non-technical product documentation.
• Identify recurring customer questions and issues, report themes internally, and drive improvements.
• Develop and improve support processes while collaborating with Product and Engineering.

Requirements

• Bachelor’s degree.
• Experience using SDKs and APIs, experimentation, statistics, or data science.
• Experience in a similar customer-facing role or a strong ability to empathize with customers and advocate for them.
• Experience with data pipelines or warehouse ingestion, including debugging data freshness and backfill issues in systems such as Snowflake, BigQuery, or similar.
• Ability to interpret and explain statistical outputs to customers with varying levels of technical sophistication.
• Ability to learn and explain technical products or concepts, solve problems, and communicate professionally and helpfully.
• Familiarity with statistical experimentation concepts, including A/B testing, p-values, confidence intervals, and sequential testing methods such as SPRT.
• Ability to reason through metric design issues, including outlier handling techniques such as winsorization and their effect on experiment results.
• Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear; passion for analytics and the problems it solves.

Culture & Benefits

• Values include humility, ownership, growth mindset, and customer centricity.
• Medical, dental, and vision insurance, with fully employer-paid premiums on select plans, plus a 401(k) with employer match up to 1% of eligible pay and $2,000 annually.
• Flexible time off, paid holidays, paid parental leave, fertility, adoption, surrogacy, and backup childcare support.
• Wellness, commuter, learning and development, and home office equipment stipends, plus mental health support.
• Employee Stock Purchase Program, mentorship, management training, wellness initiatives, charitable giving grants, and paid volunteer time off.