Senior Customer Success Engineer (AI)

Location: Remote working from anywhere in the world; EMEA focus with participation in a 24/7 global on-call rotation, including weekends.

Company

hirify.global provides an API Management platform for connecting internal, external, public, and encrypted systems across industries including retail, finance, telecom, healthcare, and media.

What you will do

• Manage Zendesk escalations, critical incidents, triage practices, SLAs, and high-severity customer cases.
• Coach and mentor regional Customer Success Engineers, raise technical standards, and close capability gaps through training, documentation, and hiring input.
• Build trusted relationships with Enterprise customers, lead complex onboardings and account syncs, and identify risks and recurring pain points with Account Management.
• Lead deep debugging, source-code analysis, root-cause investigations, post-mortems, and durable platform or documentation improvements.
• Contribute bug fixes, small features, workarounds, documentation, automation, and AI tooling to improve customer outcomes and reduce response and resolution time.
• Represent Customer Success in cross-functional initiatives, improve support policies and metrics, and contribute customer trends to Product.

Requirements

• Extensive experience in technical support, Customer Success Engineering, or similar roles, including leadership of complex escalations and systemic improvements.
• Experience coaching or mentoring engineers.
• Strong hands-on engineering skills: reproducing issues, analyzing logs and configuration, reading source code, and diagnosing distributed systems.
• Essential: strong Docker and Kubernetes knowledge, including deployment, networking, configuration, scaling, and containerized application debugging.
• Experience deploying and troubleshooting on-premise environments and standing up representative customer environments.
• Strong experience with Enterprise customers, APIs, API Management, 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.
• Comfort contributing product-code and documentation changes, with exceptional written and verbal communication across technical and non-technical stakeholders.
• Ability to lead without authority, promote operational excellence and AI adoption, maintain a growth mindset, and work across regions on rotational on-call shifts, including weekends.

Culture & Benefits

• Default-remote, flexible working model with unlimited paid holidays and flexibility in working hours.
• Employee share scheme, generous maternity and paternity leave, volunteering days, company retreats, and an employee wellbeing platform.
• Culture centered on authenticity, respect, responsibility, independence, honesty, diversity, inclusion, experimentation, trust, and continuous improvement.
• Global collaboration with a focus on autonomy and radical responsibility.