Support Desk Engineer (AI)

TL;DR

Support Desk Engineer (AI): Providing first and second-line technical support for customers and internal stakeholders across an AI cloud platform with an accent on diagnosing, troubleshooting, and resolving issues. Focus on managing technical inquiries, ensuring timely resolution, and improving support processes for GPU infrastructure and cloud services.

Location: Remote (Global)

Salary: $60,000 – $100,000 USD

Company

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

What you will do

• Handle incoming support tickets and technical inquiries via email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve common technical problems across hirify.global’s GPU cloud platform, infrastructure, and services.
• Manage tickets with accuracy, ensuring proper documentation and status updates while tracking progress and communicating with customers.
• Perform system diagnostics and basic log analysis to support root cause identification.
• Support customers with configuration, deployment, and optimization guidance.
• Collaborate with Engineering, Infrastructure, Product, and Operations teams and contribute to knowledge bases and support workflow improvements.

Requirements

• 2–4 years of technical support experience in a software, cloud, or infrastructure environment.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with cloud platforms (AWS, GCP, Azure) and basic Linux/Unix systems.
• Experience with ticketing systems (Jira, Zendesk, ServiceNow).
• Ability to prioritize effectively in a fast-paced, high-growth environment.

Nice to have

• Experience supporting GPU infrastructure, HPC systems, or AI/ML platforms.
• Knowledge of scripting languages (Python, Bash) for automation and diagnostics.
• Experience in a fast-paced startup or scale-up environment.

Culture & Benefits

• Collaborative, supportive, and innovative remote-first environment where contributions make a real impact.
• Highly competitive package (base + equity) with reviews every 12 months.
• Dynamic progression plan tailored to ambitions, encouraging growth and challenging the status quo.
• Human-First Flexibility, allowing autonomy to shape your day around life's moments.
• Equal Opportunities employer, actively encouraging applications from diverse backgrounds.