Senior Customer Support Engineer (AI)

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.