Customer Support Engineer (AI)

TL;DR

Customer Support Engineer (AI): Troubleshoots and resolves complex issues in a global enterprise SaaS platform with AI solutions, with an accent on debugging distributed systems, APIs, and data platforms. Focus on identifying and addressing real-world failure modes in AI workflows and ensuring high product quality.

Location: Pune, Maharashtra

Company

hirify.global is a market-leading revenue productivity platform, combining on-the-job learning and deal execution to get more revenue per rep, recognized as a leader by top industry analysts.

What you will do

• Respond rapidly to customer queries and drive issues to resolution, owning support tickets end-to-end.
• Diagnose, reproduce, and debug complex issues across backend services, APIs, data flows, UI behavior, and AI-driven components.
• Analyze AI-driven decision paths, validate model outputs, and identify anomaly or drift patterns.
• Troubleshoot integrations with external systems, authentication flows, and third-party platforms.
• Build and maintain high-quality runbooks, playbooks, troubleshooting guides, and diagnostic frameworks.
• Write scripts (Bash/Python/SQL) to automate log extraction, data analysis, replication of issues, and health checks.

Requirements

• 1-3 years L2 technical support experience in enterprise SaaS platforms/products (AWS Cloud preferred) in a customer-facing role.
• Proven track record handling technical issues in production environments, supporting distributed systems.
• Hands-on experience troubleshooting AI-powered features, distinguishing model issues from data or system-level failures.
• Strong knowledge of SSO protocols (SAML, OAuth 2.0, OpenID Connect), IAM, MFA, RBAC, JIT provisioning, and SCIM.
• Strong understanding of database concepts, proficient in SQL for querying and analysis, with experience in relational/NoSQL systems and Snowflake.
• Proficient in debugging modern web applications across backend (GoLang/Python) and API layers (REST, GraphQL; gRPC), and React applications.

Nice to have

• Familiarity with prompt engineering.
• Understanding of building or configuring AI agents, including workflows and basic agent behavior troubleshooting.
• Experience in Mobile App troubleshooting on Android and iOS.

Culture & Benefits

• Highly engaging and rewarding workplace with awesome perks and growth opportunities.
• Culture reflects globally diverse backgrounds and a commitment to customers and each other.
• Lives by values: Delight your customers, Act as a Founder, and Better Together.
• Proud to be an Equal Opportunity Employer.

Hiring process

• May use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications or assessing responses.