Ai Customer Support Engineer

TL;DR

Ai Customer Support Engineer: Providing technical support and troubleshooting for AI software products with an accent on machine learning frameworks and customer interaction. Focus on responding quickly to user inquiries, triaging issues, and collaborating with engineering teams to improve product experience.

Location: Hybrid with office in London, England; remote work considered for candidates located more than 30 miles from an office

Salary: £55,000–£73,000

Company

hirify.global is a leading AI platform company integrated with CoreWeave, providing tools and infrastructure for AI development and deployment.

What you will do

• Respond promptly to inbound support requests via email, live chat, and forums
• Triage bugs and requests based on severity and customer type
• Ensure SLAs are met by tracking inbound and outbound communications
• Collaborate with engineering and product teams to troubleshoot and provide feedback
• Identify trends in user messages to improve documentation and product features
• Participate in a 24/7 on-call rotation for weekend support

Requirements

• Location: Must be able to work hybrid in London or remotely if located 30+ miles away
• 2+ years programming experience with proficiency in Python
• Experience with ML frameworks such as Keras, Tensorflow, Pytorch, and Jupyter notebooks
• Strong organizational skills and ability to work autonomously
• Passion for customer support and technical problem solving
• English: B2 level or higher required

Nice to have

• Previous machine learning experience
• Customer service experience in a technical SaaS environment
• Experience with frontend frameworks, Docker, cloud platforms (AWS, GCP, Azure), and Kubernetes

Culture & Benefits

• Comprehensive medical, dental, and vision insurance fully paid
• Company-paid life insurance and disability coverage
• Flexible spending and health savings accounts
• Tuition reimbursement and employee stock purchase program
• 401(k) with employer match and paid parental leave
• Flexible PTO and casual work environment with catered lunches