Customer Support Engineer (AI)

TL;DR

Customer Support Engineer (AI): Bridging innovative AI technology with customers, resolving technical challenges, and shaping product future through feedback. Focus on integrating and optimizing hirify.global’s API and tools, debugging complex issues, and influencing roadmap decisions.

Location: London, On-site

Company

hirify.global is a team training and deploying frontier AI models for developers and enterprises to build AI systems to power magical experiences.

What you will do

• Respond to technical inquiries from enterprise customers, helping them integrate and optimize hirify.global’s API and tools.
• Debug complex issues by analyzing code snippets, logs, and error messages, then collaborating with the Engineering team to drive resolutions.
• Create and update self-service resources (documentation, tutorials, and FAQs) to empower users.
• Track and prioritize support tickets, ensuring timely follow-ups and clear communication.
• Share customer insights with Product and Engineering teams to influence roadmap decisions and improve user experience.
• Leverage internal tools to identify opportunities for automation and process improvement.

Requirements

• 3+ years of experience in technical support, software engineering, or a customer-facing technical role.
• Familiarity with containerization (Docker, Kubernetes).
• Programming skills (e.g., Python, JavaScript) and familiarity with APIs, REST, and developer tools.
• Adept at troubleshooting and solving puzzles, even in ambiguous situations.
• Excellent communication of complex technical concepts clearly to both technical and non-technical audiences.
• Customer-obsessed, proactive, and driven to deliver exceptional experiences.
• Thrives in collaborative, cross-functional environments.

Nice to have

• Experience with NLP, machine learning, or AI-powered products.
• Familiarity with cloud platforms (AWS, GCP, Azure, OCI).
• Knowledge of data analysis tools (e.g., SQL, Pandas, Jupyter Notebooks).

Culture & Benefits

• An open and inclusive culture and work environment.
• Work closely with a team on the cutting edge of AI research.
• Weekly lunch stipend, in-office lunches & snacks.
• Full health and dental benefits, including a separate budget to take care of your mental health.
• 100% Parental Leave top-up for up to 6 months.
• Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement.
• Remote-flexible, with offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend.
• 6 weeks of vacation (30 working days!).