Product Support Specialist

TL;DR

Product Support Specialist (Customer Support): Providing expert technical support and troubleshooting for AI products, including API debugging and user case management with an accent on high-touch customer communication and technical knowledge development. Focus on managing complex support cases, collaborating with engineers, and improving support processes to enhance user satisfaction.

Location: Dublin, Ireland, hybrid with at least 25% office presence

Salary: €85,000 - €95,000 EUR annually

Company

hirify.global is a public benefit corporation focused on creating reliable, interpretable, and steerable AI systems to ensure safe and beneficial AI for society.

What you will do

• Become an expert in all hirify.global products and provide technical support including API debugging.
• Respond empathetically to a wide range of user personas, from executives to consumer users.
• Manage on-call tasks for urgent user issues with ownership and prioritize effectively.
• Collaborate with engineers and internal teams to diagnose and resolve user issues at scale.
• Drive improvements in support processes and build resources to enhance team technical knowledge.

Requirements

• Location: Dublin, Ireland with hybrid work policy requiring office presence at least 25% of the time
• Experience in technical product support, API debugging, and SaaS products.
• Strong user empathy and excellent written communication skills.
• Ability to work in fast-paced, reactive environments meeting support metrics like CSAT and SLA.
• Experience troubleshooting SSO, SAML, and OAuth authentication flows.
• Bachelor's degree or equivalent experience in a related field.

Nice to have

• Comfort with command line interfaces and scripting (Bash, Python, JavaScript).
• Understanding of LLM capabilities and AI applications.
• Familiarity with enterprise networking, IT infrastructure, Git workflows, and SQL.
• Experience supporting government or public sector customers and compliance frameworks.
• Background in team lead or managing contract/vendor support teams.

Culture & Benefits

• Visa sponsorship available with immigration lawyer support.
• Competitive compensation and benefits including optional equity donation matching.
• Generous vacation and parental leave policies.
• Flexible working hours and hybrid work environment.
• Collaborative team culture with emphasis on communication and impact.