Technical Customer Support Manager (AI)

TL;DR

Technical Customer Support Manager (AI): Handling the most complex support cases of customers and field teams with an accent on building a ticketing system for external customers. Focus on streamlining and improving processes to improve service delivery and supporting refinery and petrochemical customers.

Location: Open to remote candidates, but preference for candidates located in the Houston, TX area, willing to be hybrid (2-3 days a week) in office.

Company

hirify.global is redefining how industrial companies around the world adopt and scale enterprise AI.

What you will do

• Build an external-facing customer support system that integrates a variety of Chat, Meet, Call, and Collaboration platforms with the hirify.global Product.
• Provide on-going support to refinery and petrochemical customers.
• Act as a technical focal point and lead work in cooperation with other internal teams to drive towards finding solutions to critical field issues.
• Develop service procedures, policies, and standards while addressing any SLA areas of concern.
• Work closely with field teams on a daily basis to understand their challenges, support business needs, and deliver a consistently high-quality support experience.

Requirements

• Proven experience in building and maintaining a ticketing system (ideally 5+ years).
• Preferred BA/B.Sc. in Computer Science or equivalent.
• Experience as a Technical Support, Escalation Engineer, QA Engineer, or a similar role.
• Oversee AWS and GCP cloud environments, making sure they run smoothly, reliably, and follow good practices.
• Knowledge of Kubernetes, including monitoring and viewing container logs.
• Experience working and troubleshooting in complex IT environments: both Linux and Windows.
• Implement and maintain monitoring and observability solutions (e.g., Grafana, New Relic).
• Monitor and analyze system data to detect issues and optimize performance.
• Experience working with multiple network layers or air-gapped networks.
• Comfortable with new technical tools and resourceful using those to troubleshoot and come up with creative solutions to problems.
• Ability to work calmly and professionally in high-pressure situations.
• Passionate focus on customer support and the ability to build long-term, successful working relationships with internal and external customers.

Culture & Benefits

• hirify.global provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.