Senior Customer Support Engineer (AI)

TL;DR

Senior Customer Support Engineer (AI): Providing direct technical support to customers for a vector database and SaaS platform with an accent on complex issue investigation and cross-functional collaboration. Focus on troubleshooting infrastructure, cloud, and database layers and influencing product improvements.

Location: EMEA (Applications from outside EMEA will be automatically discarded)

Company

hirify.global is an open-source vector database company helping businesses harness modern AI technologies by providing state-of-the-art neural search capabilities.

What you will do

• Provide direct technical support to customers, addressing issues related to the vector database and SaaS platform.
• Investigate and troubleshoot complex issues involving infrastructure, cloud, and database layers.
• Collaborate with engineering and platform teams to resolve customer problems and influence product improvements.
• Build and improve internal tooling for support workflows and observability.
• Participate in the on-call rotation to ensure timely response to critical issues.
• Create and maintain clear, useful internal and customer-facing documentation.

Requirements

• Strong experience in a customer-facing support or infrastructure role.
• Proficiency in Python or similar language.
• Good understanding of Kubernetes and managing workloads.
• Experience with cloud environments (AWS, GCP, or Azure).
• Excellent communication and collaboration skills across technical and non-technical audiences.
• Familiarity with vector databases or similar search technologies.
• A proactive, problem-solving mindset and willingness to take ownership.
• Must be based in the EMEA region.

Nice to have

• Experience troubleshooting complex issues with customer production deployments.
• Experience with observability tools and automating support workflows.
• Understanding of DevOps tools and practices.

Culture & Benefits

• Remote-first, international team working on cutting-edge AI infrastructure.
• Competitive salary with additional perks.
• Flexible working hours and async-friendly culture.
• Regular team offsites and virtual events.
• Hardware budget – choose your own setup.