Senior Customer Success Engineer (AI/API Management)

Location: Remote; conditions list Argentina, Brazil, Canada, Colombia, Costa Rica, and Mexico. hirify.global also states that employees can work remotely from anywhere in the world.

Company

hirify.global develops an API Management platform that helps organizations connect systems and services across industries including retail, finance, telecommunications, healthcare, and media.

What you will do

• Manage the Zendesk queue, meet escalation SLAs, lead critical incidents, and participate in a 24/7 global on-call rotation, including weekends.
• Mentor Customer Success Engineers in the region and improve their technical depth, customer ownership, communication, and ability to handle complex cases independently.
• Build trusted relationships with Enterprise customers, lead technical onboardings and account syncs, and partner with Account Management to identify risks and recurring pain points.
• Lead complex debugging, source-code analysis, root-cause investigations, post-mortems, and durable fixes for recurring customer issues.
• Develop tools, automation, AI-assisted workflows, documentation, and support processes that improve resolution time and scalability.
• Represent Customer Success in cross-functional initiatives and influence Product, Engineering, Account Management, support policies, metrics, and hiring.

Requirements

• Extensive experience in technical support, Customer Success Engineering, or a similar role, including leadership of complex escalations and systemic improvements.
• Experience coaching or mentoring engineers and leading without formal authority.
• Strong hands-on engineering skills: reproducing problems, analyzing logs and configuration, reading source code, and diagnosing distributed systems.
• Strong Docker and Kubernetes knowledge is essential, including debugging deployments, networking, configuration, scaling, and application behavior in containerized environments.
• Experience deploying and troubleshooting on-premise environments and standing up representative customer environments.
• Strong experience with Enterprise customers and complex technical environments.
• Strong experience with APIs and API Management, including gateways, authentication, networking, traffic flows, and distributed architectures.
• Ability to learn and work with technologies such as Redis, MongoDB, SQL databases, load balancers, proxies, SSO, OAuth/OIDC, and Identity Providers.
• Ability to contribute product code and documentation changes, communicate exceptionally with technical and non-technical stakeholders, and support operational excellence, automation, AI adoption, and scalable Customer Success practices.
• Willingness to work with customers across regions and join rotational on-call shifts, including weekends.

Culture & Benefits

• Default remote work, flexible working hours, and remote working from anywhere in the world.
• Unlimited paid holidays and benefits that vary by country.
• Medical, dental, and vision packages; a 401(k) plan; employee share scheme; and maternity and paternity leave.
• Company retreats and a culture emphasizing authenticity, respect, responsibility, independence, honesty, diversity, inclusion, experimentation, and continuous improvement.