TL;DR

Senior Customer Support Engineer (AI Infrastructure): Providing direct technical support to customers for an open-source vector database and SaaS platform, troubleshooting complex issues across infrastructure, cloud, and database layers. Focus on investigating and resolving critical customer problems, influencing product improvements, and participating in on-call rotations.

Location: Remote (EMEA-based candidates only)

Company

%hirify_global% is an Open-Source Vector Database helping businesses harness modern AI technologies by providing state-of-the-art neural search capabilities at scale.

What you will do

Provide direct technical support to customers for the vector database and SaaS platform.
Investigate and troubleshoot complex infrastructure, cloud, and database issues.
Collaborate with engineering and platform teams to resolve problems and influence product.
Build and improve internal tooling for support workflows and observability.
Participate in 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

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

Senior Customer Support Engineer (AI)