Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI): Troubleshooting complex product, integration, and system-level issues for AI models with an accent on advanced diagnostics, root cause analysis, and collaboration with engineering. Focus on ensuring effective solutions, efficient bug triage, and continuous improvement of support processes and knowledge assets.

Location: Remote (Mexico City, Mexico)

Company

hirify.global's Welo Data brand provides high-quality, ethically sourced datasets to supercharge AI models for technology companies.

What you will do

• Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
• Perform advanced diagnostics, including log analysis, API tracing, and environment replication, to determine root cause.
• Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
• Provide guidance and coaching within the team, supporting agents with knowledge and context.
• Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
• Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.

Requirements

• 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
• Strong analytical and troubleshooting skills across application, network, and system layers.
• Ability to interpret logs, API responses, error traces, and configuration discrepancies.
• Experience working within structured support models or with cross-functional engineering teams.
• Excellent written and verbal communication skills.
• High ownership mindset, comfortable managing multiple escalations while maintaining pod performance standards.

Nice to have

• Familiarity with distributed systems, integrations, or workflow automation.
• Experience with SQL, scripting, or basic debugging.
• Exposure to support operations with large user populations and complex platform dependencies.
• Experience contributing to or improving internal knowledge systems.

Hiring process

• AI tools may be used to support parts of the hiring process, such as reviewing applications or assessing responses.
• Final hiring decisions are ultimately made by humans.