Senior Technical Support Engineer (AI)

TL;DR

Senior Technical Support Engineer (AI): Lead technical support for AI platform users, debugging production LLM applications and agents with an accent on complex issue triage, escalation management, and improving AI observability. Focus on diagnosing distributed systems, cloud-native stacks, and collaborating cross-functionally to enhance support quality and customer satisfaction.

Company

hirify.global develops open source AI frameworks and commercial platforms enabling teams to build, test, run, and manage intelligent agents at scale.

What you will do

• Serve as escalation point for technical support inquiries across customer setups and hirify.global products.
• Collaborate with engineering, operations, documentation, and product teams to resolve bugs and advocate for customers.
• Support critical enterprise customers alongside deployed engineering teams.
• Build and improve internal tooling, diagnostics, and runbooks for complex issue triage.
• Lead post-mortems for critical incidents and drive continuous improvement of support KPIs.
• Mentor and coach other support engineers to enhance team capabilities.

Requirements

• English: B2 level or higher required
• 4+ years in technical support, solutions engineering, or SRE in technical B2B environments.
• Expertise in troubleshooting APIs, SDKs, distributed systems, and cloud-native stacks.
• Programming experience in Python; TypeScript is a bonus.
• Hands-on knowledge of Kubernetes, Docker, and observability tools like Datadog and OpenTelemetry.
• Experience supporting enterprise customers and managing complex escalations.

Culture & Benefits

• Competitive salary range of $130,000 - $170,000 USD plus equity stake.
• Opportunity to work at a fast-growing AI startup powering major engineering teams.
• High ownership and impact role with focus on customer success and continuous improvement.