Senior Support Engineer (AI)

TL;DR

Senior Support Engineer (AI): Ensuring reliability and value maximization for developers and enterprises using hirify.global models with an accent on technical guidance, complex issue resolution, and scaling support operations using AI and automation. Focus on proactive monitoring, incident response, and refining operational processes for strategic accounts.

Location: Hybrid in San Francisco, CA (3 days in office per week). Relocation assistance offered to new employees.

Salary: $234,000–$260,000 + Equity

Company

hirify.global is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.

What you will do

• Be among the foremost technical and troubleshooting experts for the API platform at hirify.global.
• Proactively identify and implement opportunities to scale support operations by leveraging automation and advancements in AI technologies.
• Configure and use advanced monitoring and alerting workflows to proactively detect customer impacting issues.
• Contribute to reliability reviews and preparedness for new features, launches, or strategic customer requirement updates.
• Design and refine incident response processes and documentation across strategic customers, engineering and support teams.
• Analyze operational metrics and incident RCAs to identify areas for improvement, proactively recommending and implementing enhancements.

Requirements

• Bachelor’s degree in Computer Science or a related field with a strong software engineering foundation.
• 8+ years of experience in technical operations roles such as SRE/NOC, designing monitoring systems and resolving production issues in fast-paced environments.
• Deep familiarity with modern monitoring, alerting, and observability practices, including SLIs/SLOs, alert tuning, and dashboard creation.
• Proven experience leading incident response for high-severity outages or service disruptions, including real-time coordination and root cause analysis.
• Strong skills in scripting or software engineering (e.g., Python) to automate repetitive tasks and integrate tools.
• Solid understanding of cloud infrastructure and distributed systems fundamentals.

Culture & Benefits

• Join a team responsible for shaping the future of Technical Support in the age of AI.
• Work in a hybrid model requiring 3 days in the office per week.
• Be part of an organization dedicated to ensuring general-purpose artificial intelligence benefits all of humanity.
• Committed to providing reasonable accommodations to applicants with disabilities.
• An equal opportunity employer with a diverse and inclusive environment.