Premier Support Engineer (AI)

TL;DR

Premier Support Engineer (AI): Providing dedicated technical support and enhancing customer experience for an AI-powered hybrid observability platform with an accent on owning support tickets, resolving issues, and educating users on LM functionality. Focus on proactive support checks, contributing to operational efficiency projects, and serving as a liaison between clients and internal development for escalations.

Location: Must be based in or near Austin, TX

Salary: $76,650–$91,000 USD

Company

hirify.global is a product company providing an AI-powered hybrid observability platform that helps enterprises gain operational visibility and predictability across their IT stacks.

What you will do

• Provide technical support to Premier Support customers via chat, ticket, and phone.
• Act as the dedicated Premier Support Engineer for up to 8 assigned accounts.
• Schedule and lead Premier Support kickoff calls and conduct quarterly health checks.
• Perform daily, weekly, and monthly proactive support checks to maximize value for assigned accounts.
• Serve as a liaison between clients and internal development for escalated issues.
• Contribute to one operational efficiency project quarterly and the Support Knowledge Base.

Requirements

• Bachelor Degree or equivalent experience.
• Strong troubleshooting skills and methodology.
• 3+ years supporting or administering SaaS ITIM products.
• 3+ years of experience in Linux, Windows, network administration, IT help desk, or IT operations.
• Proficient in scripting and able to write basic scripts.
• 3+ years experience with cloud platforms (AWS, Azure, etc.).
• Familiarity with help desk tools like Zendesk or Jira.
• Excellent English communication skills (written and verbal).
• Availability to work M–F: 7–4 PM CT, 8-5 PM CT, 9-6 PM CT or 10–7 PM CT.
• Experience using AI tools to enhance productivity, innovation, or problem-solving.

Culture & Benefits

• Comprehensive health, dental, and vision coverage.
• Generous parental leave policies and Employee Assistance Program.
• 401K with company matching.
• Lifestyle Spending Account and unlimited vacation policy.
• Culture of performance, recognition, and commitment to diversity and inclusion.
• Named a Great Place To Work® and one of BuiltIn's Best Places to Work.