Customer Support Engineer (AI)

Location: Sydney, Australia; travel around 20% of the time, with rotational weekend shifts every 8–12 weeks and occasional holiday coverage.

Company

hirify.global develops enterprise data management infrastructure for large-scale datasets, real-time analytics, and AI training and inference.

What you will do

• Respond to customer technical support issues, investigate problems, and resolve or escalate them with detailed diagnostic information.
• Perform daily technical operations and manage cases through full resolution while meeting KPIs and service-level agreements.
• Deliver customer field services, including installations, upgrades, break-fix support, and expansions.
• Develop and test solutions for file protocols, machine learning, object storage, and high-performance computing use cases.
• Submit and manage bugs and feature requests with product marketing and engineering teams.
• Advise account teams, support professional services and pre-sales activities, and improve customer adoption of VAST products.

Requirements

• 5+ years of customer-facing pre-sales or post-sales experience with complex storage solutions.
• Extensive enterprise IT infrastructure, networking, storage, and enterprise software knowledge.
• Working experience with Linux administration, Linux networking configuration, and network troubleshooting.
• Required bash scripting experience and familiarity with at least one additional programming language.
• Significant experience with file systems and scale-out NAS implementation.
• Degree in computer science, computer engineering, electrical engineering, or a related field; ability to travel approximately 20%.

Nice to have

• In-depth S3 and high-performance computing experience.
• Hands-on laboratory and hardware management experience.
• Experience in a rapidly growing entrepreneurial startup.

Culture & Benefits

• Customer-first environment focused on technical excellence and measurable customer impact.
• Collaboration with support engineers, success managers, account teams, professional services, pre-sales, and product engineering.
• Exposure to large-scale data infrastructure supporting AI and real-time analytics.
• Rotational weekend coverage every 8–12 weeks and occasional holiday support are part of the role.