Support Engineer (AI)

Location: Remote — Europe, East Coast North America, with hiring across North and South America as well as Europe.

Salary: United States base cash compensation of $75,000–$90,000 USD per year; compensation varies by regional market, experience, expertise, and applicable industry knowledge.

Company

hirify.global provides human data services and Label Studio, an open-source platform for data labeling and evaluation used by more than 1 million practitioners, supporting AI teams with real-world data collection, multimodal pipelines, and complex workflows.

What you will do

• Provide technical support through email and support tickets for Label Studio installation, configuration, and usage.
• Diagnose software issues using debugging tools and logs, identify root causes, and implement timely resolutions.
• Collaborate with Product, Engineering, and Customer Success to resolve client issues.
• Create internal and external documentation that improves support quality and self-service.
• Identify process improvements, strengthen support procedures and workflows, and contribute to internal tooling and automation.
• Provide structured, high-quality customer updates throughout investigations.

Requirements

• 3–5 years of experience in technical support or support engineering for a SaaS or developer-focused product.
• Strong debugging skills across cloud environments, APIs, browser issues, and containerized systems.
• Proficiency in Python or JavaScript for scripting and automation tasks.
• Strong understanding of cloud computing platforms, particularly AWS, including EC2, S3, Lambda, and IAM.
• Familiarity with machine learning concepts and frameworks.
• Excellent problem-solving skills and ability to analyze complex technical issues.
• Exceptional written and verbal communication skills with a customer-centric approach.
• Ability to manage multiple priorities effectively, meet tight deadlines, and thrive in a fast-paced environment.
• Strong teamwork and collaboration skills, including cross-functional work with engineering, product management, and customer success teams.

Nice to have

• Experience with Kubernetes, container orchestration, or infrastructure debugging.
• Experience working with machine learning models.
• Knowledge of ML/AI workflows or data-labeling pipelines.
• Familiarity with Agile development methodologies.
• Familiarity with REST APIs and integrations with external services.

Culture & Benefits

• Remote role with hiring across North and South America and Europe.
• Compensation is based on regional market-rate ranges.
• Opportunity to improve support maturity, proactive support capabilities, internal tooling, and automation.