Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Solving technical challenges for customers and expanding technical support processes with an accent on debugging integration issues, writing custom scripts, and working with APIs. Focus on delivering world-class customer experience and collaborating with Product and Engineering to improve reliability.

Location: Hybrid (San Francisco, USA). Must be happy to work from the office at least 3 days a week. Requires US work authorization; visa sponsorship questions are asked.

Salary: $150,000–$200,000

Company

hirify.global is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability for over 1,500 companies.

What you will do

• Deliver a world-class customer experience for inbound support questions.
• Act as the voice of the customer, capturing product feedback and feature requests for Product and Engineering.
• Handle technical challenges with customers in partnership with Customer Success Managers.
• Expand technical support processes in collaboration with the Head of Technical Support.
• Resolve customer technical issues directly with Engineering, including debugging integration issues, writing custom scripts, and working with APIs.

Requirements

• Proven experience in a similar role, preferably at a SaaS company, with some experience with monitoring and on-call systems.
• Able to write code proficiently enough to tackle technical challenges.
• Able to communicate complex technical information clearly and simply.
• Love products and are keen to understand how they work and how different parts interact.
• Smartly persistent; have a knack for knowing when to dig deep and when to move on.
• Must be happy to work from our San Francisco office at least 3 days a week.
• Must have legal authorization to work in the United States.

Culture & Benefits

• Market-leading private medical insurance.
• Generous parental leave and annual leave/PTO allowance.
• First Friday of the month off.
• Competitive salary and equity.
• Remote working and personal development budget.
• Enhanced pension/401k.

Hiring process

• You can apply for up to 3 positions within a 60-day window.
• If a role isn't the right fit, you are asked to wait 90 days before reapplying for the same position.