Enterprise Customer Support Engineer (AI)

TL;DR

Enterprise Customer Support Engineer (AI): Building and optimizing frontline technical support for complex voice AI systems with an accent on triaging, resolving, or escalating issues within SLA. Focus on strengthening support infrastructure, applying severity-based prioritization, and ensuring system uptime in fast-paced production environments.

Location: San Francisco

Salary: $140K – $170K

Company

hirify.global is creating the shift to voice as humanity’s default interface by providing the most configurable platform for deploying voice agents.

What you will do

• Learn hirify.global’s API surface area, common integration patterns, and production deployment workflows.
• Own front-line enterprise ticket triage, focusing on resolving most tickets within 30 minutes.
• Apply severity-based prioritization and escalate issues cleanly with full reproduction context.
• Partner with Deployment Strategists to identify recurring issues and customer health risks.
• Actively improve support workflows, automation triggers, routing logic, and internal knowledge base.

Requirements

• 4+ years in technical support, support engineering, or customer-facing technical roles at a SaaS or API-first company.
• Strong troubleshooting ability with REST APIs, JSON payloads, webhooks, and configuration debugging.
• Comfortable reading API error responses, tracing webhook flows, and diagnosing issues without writing production code.
• Experience managing SLA-bound queues in systems like Zendesk, Intercom, or Jira Service Management.
• Clear communicator who can explain technical root causes to customers without unnecessary jargon.
• Highly organized with strong documentation habits and thorough ticket hygiene.

Nice to have

• Experience with voice/telephony systems (SIP, WebRTC, Twilio, Vonage).
• Experience with AI agents, LLMs, or basic scripting for debugging.

Culture & Benefits

• Competitive salary and excellent equity ownership.
• Comprehensive health coverage: medical, dental, and vision plans.
• Flexible time off.
• Catered meals and transportation, gym & coaching stipends.
• Ownership culture with 90% previous founders.