Designated Technical Support Engineer (AI)

TL;DR

Designated Technical Support Engineer (AI): Providing proactive and reactive technical support for enterprise customers with an accent on troubleshooting complex system integrations and ensuring high-level service delivery. Focus on managing customer-specific runbooks, resolving technical issues, and driving product improvements within a secure, agentic AI ecosystem.

Location: Must be based in the SF Bay Area and able to work hybrid (4 days a week in office)

Salary: $120,000 - $190,000 annually

Company

hirify.global is a Work AI platform that provides an enterprise search and AI agent ecosystem to help organizations work smarter and more securely.

What you will do

• Own proactive and reactive support for designated customers by prioritizing and resolving technical issues.
• Conduct regular customer meetings to review performance, develop resolution plans, and drive continuous improvement.
• Maintain customer-specific runbooks and knowledge articles to ensure high-quality documentation.
• Assist customers with the configuration, setup, and verification of new content sources and product features.
• Identify system health issues and coordinate remediation plans with customer administrators.
• Collaborate with internal teams to drive product, process, and service improvements based on customer needs.

Requirements

• Must be based in the SF Bay Area and able to work hybrid (4 days a week in office).
• Proven experience in Customer Solutions Engineering, Support Engineering, or Professional Services.
• Strong technical troubleshooting skills including log analysis, stack traces, and browser trace files.
• Hands-on experience with Search technologies, Knowledge technologies, or SaaS-based system integrations.
• Proficiency in Cloud technologies (GCP, AWS, or Azure) and REST API troubleshooting.
• Working knowledge of SSO, SAML, OAuth, and network troubleshooting.
• Must be willing to undergo additional background screenings, clearances, and training as required by customer contracts.

Nice to have

• Knowledge of SQL, basic Kubernetes, and intermediate/advanced Linux.
• Experience with GitHub, Jira, and Confluence.
• Basic understanding of LLMs and GPT architecture.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Generous time-off policy and 401k contribution plan.
• Home office improvement stipend plus annual education and wellness stipends.
• Daily healthy lunches provided in the office.
• Vibrant company culture with regular team events.