Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Owns the implementation, customization, and proactive/reactive support for hirify.global customers with an accent on technical troubleshooting, on-boarding additional datasources, and identifying system health issues. Focus on analyzing key metrics, debugging application logs, and coordinating with customer admins and internal teams to drive product improvements.

Location: Hybrid (3 days a week in our Bangalore office)

Company

hirify.global is a venture-backed Work AI platform that provides intelligent search, an AI Assistant, and scalable AI agents to help enterprises find, use, and act on knowledge.

What you will do

• Own implementation, customization, and proactive/reactive support for hirify.global customers.
• Provide first-response technical troubleshooting and resolution of customer issues and inquiries.
• Assist customers in on-boarding additional datasources to increase content and knowledge for their users' search experience.
• Identify system and user health issues through analysis of key metrics, devise and execute remediation plans.
• Handle customer-impacting alerts, coordinating with customer admins and system resources through resolution.
• Work closely with internal teams across hirify.global to drive product, process, and service improvements.

Requirements

• Professional presentation and interaction skills with both customers and internal teams.
• Experience in Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience in Search technologies, Knowledge technologies, or SaaS-based system integrations.
• Experience with Cloud technologies in at least one of Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
• Must have experience troubleshooting REST API issues.
• Working experience on SSO, SAML, and OAuth, and network troubleshooting.
• Knowledge on SQL/database, basic Kubernetes, and intermediate/advanced Linux.
• Must work from the Bangalore office 3 days a week.

Nice to have

• Experience using Github, Jira, and Confluence.
• Basic knowledge on LLM and how GPT works.

Culture & Benefits

• Professional, creative, passionate, and customer-obsessed team.
• Recognized by Fast Company as one of the World’s Most Innovative Companies.
• Opportunity to help build systems used daily across major platforms like Microsoft Teams, Zoom, and GitHub.
• Commitment to an inclusive and diverse company, without discrimination based on various factors.