Support Desk Analyst (AI)

TL;DR

Support Desk Analyst (AI): Providing first and second-line technical support to internal teams and external customers in a fast-paced AI infrastructure environment with an accent on timely issue resolution, high service standards, and appropriate escalation. Focus on diagnosing, troubleshooting, and maintaining operational continuity for hardware, software, and cloud infrastructure issues.

Location: Remote (US)

Salary: $40,000–$80,000 USD

Company

hirify.global is the GPU cloud engineered for AI, providing cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers.

What you will do

• Handle incoming support requests via ticketing systems, email, and chat channels.
• Diagnose, troubleshoot, and resolve hardware, software, and cloud infrastructure issues.
• Log, track, and maintain accurate updates on all support tickets, prioritizing and escalating issues appropriately.
• Provide first-line technical support for connectivity, access, and configuration issues, including account provisioning and authentication.
• Support onboarding and offboarding processes, including device and access setup.
• Document issues, resolutions, and recurring patterns to build and maintain a knowledge base, identifying systemic issues for engineering teams.

Requirements

• 1–3 years of experience in technical support, help desk, or a customer-facing technical role.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize effectively in a fast-paced, high-growth environment.
• Solid understanding of IT fundamentals (networking, operating systems, cloud concepts).
• Experience supporting Windows and/or macOS environments and familiarity with ticketing systems and remote support tools.

Nice to have

• Experience in a startup or scale-up environment.
• Familiarity with cloud platforms (AWS, GCP, Azure) or GPU infrastructure/AI/ML environments.
• Understanding of IT Service Management (ITIL) processes.
• Relevant certifications (CompTIA A+, Security+, or similar).

Culture & Benefits

• Collaborative, supportive, and innovative remote-first environment where geography is no barrier.
• Highly competitive package (base + equity) with reviews every 12 months.
• Opportunity to join a fastest-growing tech startup at the core of cutting-edge AI.
• Dynamic progression plan tailored to ambitions, encouraging growth and challenging the status quo.
• Human-First Flexibility, empowering autonomy to shape your day.
• Competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.