Customer Escalation Engineer (AI/ML)

TL;DR

Customer Escalation Engineer (AI/ML): Supporting enterprise customers by handling technical escalations, proposing solutions, and acting as a subject matter expert on hirify.global's identity verification solutions. Focus on analyzing and troubleshooting complex problems, performing technical certifications, and contributing to knowledge bases.

Location: Remote (Colombia)

Company

hirify.global is a B2B technology company focused on eradicating online identity fraud and financial crimes using AI, biometrics, and machine learning.

What you will do

• Support Customer Success, Engineering, Product, Sales, and Account Management teams, providing product education and training.
• Handle all levels of technical support cases, ranging from basic user questions to in-depth technical issues.
• Analyze and troubleshoot customer problems, reproduce issues, and provide solutions.
• Manage technical issues and escalations to completion, including periodically working standby hours.
• Perform technical certifications of customer integrations before launch.
• Actively contribute to both hirify.global’s internal and external Knowledge Bases, produce technical documentation, incident reports, and release notifications.

Requirements

• 3-5 years experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role.
• BA/BS/MS in Computer Science, Management Information Systems, or a similar degree.
• Excellent technical communication skills for business audiences and ability to provide clear technical explanations.
• Excellent troubleshooting and problem-solving skills with a strong analytical/QA mindset.
• Proactive and able to identify key areas for improvement in workflows and efficiencies.
• Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts.
• Knowledge of Web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter.

Nice to have

• Experience in JIRA, Confluence, Salesforce, and Power BI.
• Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations.

Culture & Benefits

• Enjoy working in a multicultural and geographically diverse organization.
• hirify.global values integrity, diversity, empowerment, accountability, and leading innovation.
• hirify.global is an equal opportunities workplace, welcoming applications from all backgrounds and statuses.