Proactive Support Engineer (AI)

TL;DR

Proactive Support Engineer (AI): Architecting a world-class customer experience by fundamentally shifting the support model from reactive to preventative with an accent on case deflection and friction reduction through data-driven strategies. Focus on designing and launching high-impact proactive programs, optimizing self-service resources, and implementing robust product feedback loops using GenAI for analysis and content generation.

Location: Roles are fully remote within the United States or hybrid at hubs in San Francisco, New York City, or Chicago.

Salary: San Francisco Bay Area and New York City: $94,000 - $120,000 USD. All Other US Locations: $82,000 - $105,000 USD.

Company

hirify.global builds the industry’s largest and most complete view of the U.S. healthcare system, leveraging real-world patient data and AI to reduce the global burden of disease.

What you will do

• Develop and execute a data-driven strategy to significantly reduce inbound support cases.
• Design and launch major proactive support programs, such as early warning systems or targeted communications.
• Implement a scalable process for channeling customer support insights to Product and Engineering teams.
• Optimize customer self-service resources, including knowledge bases and developer documentation.
• Collaborate with Product Marketing and Enablement to ensure comprehensive support for new features.
• Create and deliver reports and dashboards on case trends and proactive support initiatives ROI to leadership.

Requirements

• Strong ability to synthesize quantitative and qualitative data for root cause analysis and actionable plans.
• Proven skill in leading complex cross-functional projects and influencing stakeholders.
• Capacity for strategic and analytical thinking to develop long-term proactive support strategies.
• Ability to clearly articulate complex problems and solutions to diverse audiences.
• Deep customer empathy and passion for solving customer problems.
• Familiarity with modern support ecosystems, including CRMs (e.g., Salesforce Service Cloud), knowledge bases, and analytics tools.
• Experience utilizing GenAI for advanced thematic analysis, content drafting, and personalized self-service recommendations.

Nice to have

• Experience within the healthcare, life sciences, or health-tech industry.
• Familiarity with hirify.global's product suite or other complex healthcare data platforms.
• Formal training or practical experience with Knowledge-Centered Service (KCS) methodologies.
• Hands-on experience with BI tools (e.g., Tableau, Looker) and/or a working knowledge of SQL.

Culture & Benefits

• Hybrid work model offering flexibility and choice between remote work or commuting to hubs.
• Comprehensive health, dental, and vision insurance.
• Flexible time off, holidays, and 401(k) with company match.
• Company-paid life insurance and long-term disability insurance.
• Opportunity to contribute to a mission to reduce the global burden of disease.