Product Support Specialist (AI)

TL;DR

Product Support Specialist (AI): Responding to, investigating, and tracking user needs for hirify.global's AI systems with an accent on providing high-touch support to strategic customers and systematically supporting customers at scale. Focus on diagnosing and resolving complex API debugging issues, managing high-urgency user issues, and driving improvements for user satisfaction.

Location: Hybrid in San Francisco, CA, New York City, NY, or Seattle, WA. Office attendance at least 25% of the time is required. Visa sponsorship is available.

Salary: $116,480–$165,000 USD

Company

hirify.global is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems.

What you will do

• Become an expert in all hirify.global products.
• Respond to user support cases with varying complexity, from individual questions to complex API debugging for large businesses.
• Clearly and empathetically communicate with a wide range of user personas.
• Manage on-call tasks for high-urgency user issues.
• Partner with engineers and internal stakeholders to diagnose and resolve user issues.
• Suggest and drive improvements to increase user satisfaction and efficiency.

Requirements

• Bachelor's degree in a related field or equivalent experience.
• Experience in technical product support, including API debugging.
• Familiarity with APIs and technical SaaS products.
• Demonstrated ability to thrive in fast-paced, reactive situations.
• Strong user empathy and understanding of the support case lifecycle.
• Crisp and kind written communication skills.

Nice to have

• Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript).
• Understanding of LLM capabilities, practical applications, and limitations.
• Familiarity with enterprise networking concepts and IT infrastructure.
• Familiarity with Git workflows and version control concepts.
• SQL proficiency for querying logs and investigating issues.

Culture & Benefits

• Competitive compensation and benefits.
• Optional equity donation matching.
• Generous vacation and parental leave.
• Flexible working hours and a lovely office space.
• Work as a single cohesive team on large-scale research efforts.
• Focus on advancing long-term goals of steerable, trustworthy AI.