Founding Support Engineer (AI)

TL;DR

Founding Support Engineer (AI): Building hirify.global’ technical support function from the ground up, serving as the first line of defense for customers. Focus on diagnosing issues across AI agent logic, data, integrations, and configuration, and resolving tickets independently to scale the support function.

Location: Onsite in San Francisco or Chicago, with focus on supporting our EST and CST customers.

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 hirify.global’ customers by 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 the majority of routine technical tickets independently.
• Handle day-to-day configuration changes, API health monitoring, agent behavior updates, compliance policy settings, and standard integration setup for customers and partners.
• Communicate directly with customers’ technical teams to troubleshoot and test integrations.
• Surface patterns and recurring issues to Product and Engineering so that common problems get permanently fixed.

Requirements

• 3+ years of professional experience in a technical support, support engineering, or similar hands-on debugging role.
• Strong debugging instincts, capable of narrowing down vague reports to root cause across application logic, data, integrations, and configuration.
• Comfort reading logs, navigating APIs, and working across cloud infrastructure.
• Experience communicating with both technical and non-technical audiences.
• 0-to-1 builder experience and mindset, thriving in ambiguity and creating structure.
• High agency, proactively addressing urgent issues when freight is moving and customers need support.
• Curiosity about freight and logistics.

Culture & Benefits

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

Hiring process

• Quick call with the Recruiter.
• 90-minute take-home exercise: a realistic debugging scenario involving log analysis, root cause analysis, escalation decision, and customer communications.
• 45-minute technical interview with an engineer.
• Onsite interview to triage simulated support tickets, diagnose issues, and present findings.