Product Support Specialist

TL;DR

Product Support Specialist: Responding to, investigating, and tracking user needs in AI product support with an accent on complex API debugging for large businesses and high-touch support to strategic customers. Focus on driving improvements to increase user satisfaction through support processes and owning initiatives that increase efficiency.

Location: Hybrid, must be in Dublin, IE at least 25% of the time

Salary: €1 - €1

Company

hirify.global’s mission is to create reliable, interpretable, and steerable AI systems to be safe and beneficial for its users and for society as a whole.

What you will do

• Become an expert in all hirify.global products.
• Respond to user support cases with a variety of complexity, from questions for individuals to complex API debugging for large businesses.
• Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale.
• Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates.
• Uplevel our team’s technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products.

Requirements

• Have experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team.
• Are familiar with APIs and technical SaaS products and can deeply understand technical docs with ease.
• Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.).
• Have crisp but kind written communication skills and a deep care for the details.
• Are proficient at working in a technical environment and are interested in hirify.global’s products.
• We require at least a Bachelor's degree in a related field or equivalent experience.

Nice to have

• Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
• Understanding of LLM capabilities, practical applications, and current 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.
• Lovely office space in which to collaborate with colleagues.