Senior Support Engineer (Industrial AI)

TL;DR

Senior Support Engineer (Industrial AI): Solving complex customer problems and escalating issues for enterprise clients using MQTT-based Industrial AI platform with an accent on technical problem-solving, process improvement, and collaboration with development teams. Focus on providing hands-on support, understanding cutting-edge technologies like containerization and cloud platforms, and ensuring smooth customer experience for distributed systems.

Location: Remote within Europe, including Germany. Occasional onsite customer support may be required.

Company

hirify.global is the Industrial AI Platform helping enterprises move from connected devices to intelligent operations, enabling global leaders like Audi, BMW, Eli Lilly, and Siemens to operationalize AI and drive innovation at scale.

What you will do

• Lead customer escalations and provide hands-on technical support to key clients.
• Serve as the primary contact for customer inquiries across multiple channels.
• Collaborate closely with quality assurance, test, and development teams to resolve issues.
• Proactively improve hirify.global products and documentation based on customer feedback.
• Independently acquire and apply technical expertise on hirify.global technology and customer challenges.
• Participate in occasional on-call shifts to ensure continuous customer support.

Requirements

• 5+ years of experience in technical support in the field of information technology, with proven ability to lead customer escalations.
• Solid understanding of network technologies, Linux systems, and distributed systems.
• Experience with container technologies such as Docker and Kubernetes.
• Proficiency in Java programming and experience with cloud platforms (AWS, Azure, GCP).
• Willingness to provide occasional onsite customer support or participate in on-call duty.
• English: C1+ equivalent required for effective communication.

Culture & Benefits

• Opportunities to work with cutting-edge technologies and drive innovation at scale.
• A culture that values effortless, empowered, and relentless problem-solving.
• Environment that supports continuous learning and mastering new technologies.
• Encouragement for a self-starter attitude and independent work.
• Close cooperation with quality assurance, test, and developer teams.
• Separate compensation provided for on-call support.