Support Engineer (AI)

TL;DR

Support Engineer (AI): Building and optimizing technical support functions from the ground up, diagnosing issues across AI agent logic, data, integrations, and configuration with an accent on creating scalable processes and runbooks. Focus on resolving technical tickets independently, communicating complex issues to various stakeholders, and surfacing patterns for product improvements.

Location: This is a 0-to-1 role based in Chicago or SF, working core hours of 8 AM–5 PM CT. There will be a paid onsite work trial at our HQ in SF.

Company

hirify.global is building AI voice and email agents that transform the chaotic freight booking process into a modern, intelligent marketplace.

What you will do

• Own first-line technical support for customers, diagnosing issues across AI agent logic, data, integrations, and configuration.
• Build the support engineering function from scratch, including ticketing workflows, triage criteria, escalation paths, runbooks, and documentation standards.
• Resolve over 80% of routine technical tickets independently within the first 90 days.
• Handle day-to-day configuration changes, API key updates, agent phrasing adjustments, compliance policy settings, and standard integration setup.
• Communicate directly with customers’ technical teams to troubleshoot and test integrations, translating complex issues for various stakeholders.
• Surface patterns and recurring issues to Product and Engineering to ensure permanent fixes in the product.

Requirements

• 3+ years of professional experience in a technical support, support engineering, or similar hands-on debugging role.
• Strong debugging instincts to systematically narrow down root causes across application logic, data, integrations, and configuration.
• Comfort reading logs, navigating APIs, and working across cloud infrastructure without needing hand-holding.
• Experience communicating with both technical and non-technical audiences.
• A 0-to-1 builder mindset, thriving in ambiguity and creating structure where none exists.
• High agency, proactively surfacing issues and handling urgent matters.

Culture & Benefits

• Top tier cash and equity compensation, aiming above 75th percentile.
• Competitive medical, dental, and vision benefits.
• Opportunity to build a critical function from the ground up at a high-growth startup.
• Opportunity to learn quickly, grow fast, and be rewarded for contributions.

Hiring process

• Quick call with the Recruiter to share background and interest.
• 90-minute take-home exercise: a realistic debugging scenario, root cause analysis, escalation decision, and customer communications draft.
• 45-minute interview with the Hiring Manager.
• 30-minute interview with Customer Success.
• Paid onsite work trial at HQ in SF to triage simulated support tickets, diagnose issues, and present findings.