Senior Technical Escalations & Support Specialist (AI)

TL;DR

Senior Technical Escalations & Support Specialist (AI): Providing advanced technical consultation and troubleshooting for complex customer issues, serving as a bridge between Customer Support and Product teams with an accent on improving communication and processes. Focus on diagnosing root causes, resolving escalated problems, and contributing to knowledge sharing for a legal AI SaaS product.

Location: Hybrid in Sydney, Australia (2 days per week in office).

Salary: $108,900–$147,300 AUD.

Company

hirify.global is the global leader in legal AI technology, empowering legal professionals and law firms of every size.

What you will do

• Provide expert technical consultation and troubleshooting to support teams and customers.
• Manage and resolve escalated technical issues via phone and email.
• Improve communication and serve as a liaison between Customer Success and Product organizations.
• Cultivate professional relationships with Product Managers and Developers.
• Contribute to the knowledge base and run internal training sessions.
• Work on projects to enhance department delivery and processes.

Requirements

• Experience with backend monitoring, observability, and diagnostics tools (e.g., ELK, OpenSearch, BugSnag, DataDog).
• Strong experience troubleshooting APIs.
• Proficiency in programming languages (e.g., Python, Ruby) to troubleshoot application logic and review code.
• Experience with building web applications.
• Experience troubleshooting Microsoft products and working with M365 Admin.
• Strong communication skills to build high-functioning relationships across teams.
• Demonstrated ability to provide effortless support for a technical SaaS product.

Nice to have

• Experience launching code changes or bug fixes in a product.
• Built internal tools adopted by a team.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits.
• Hybrid work environment with an expectation for local employees (Vancouver, Calgary, Toronto, Dublin, and Sydney) to be in office a minimum of twice per week.
• Flexible time off policy with an encouraged 20 days off per year.
• hirify.globalversary recognition program for long-term employees.
• Commitment to Diversity, Inclusion, Belonging, and Equity.
• Accessibility accommodations during the recruitment process.