Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI): Managing customer technical support tickets and resolving product issues for a legal AI platform with an accent on ticket resolution, system integration, and cross-team collaboration. Focus on delivering exceptional technical assistance while ensuring rapid response times and building robust documentation for legal professional workflows.

Location: Must be based in the US

Salary: $60,000–$95,000 a year

Company

hirify.global is a legal technology company building AI-driven solutions to optimize and scale operations for plaintiff law firms.

What you will do

• Manage and resolve all customer support tickets within a 2-hour SLA.
• Investigate, troubleshoot, and resolve technical issues across the product suite.
• Coordinate feature requests by bridging the gap between customers and product teams.
• Assist customers with technical setup, configuration, and workflow integrations.
• Dhirify.globallop and maintain internal knowledge base articles and troubleshooting guides.
• Escalate complex technical issues while keeping customers informed throughout the process.

Requirements

• Must be based in the US
• 2+ years of experience in legal technology support or related fields.
• Proficiency in ticketing systems like Zendesk, Freshdesk, or ServiceNow.
• Strong troubleshooting skills with SaaS platforms and understanding of APIs.
• Ability to explain complex technical concepts to non-technical legal stakeholders.
• Proven record of meeting aggressive response time requirements.

Nice to have

• Experience with legal practice management or case management software.
• Background in customer-facing technical roles with enterprise clients.
• Familiarity with legal industry compliance and data security standards.

Culture & Benefits

• Competitive salary and equity packages.
• 401(k) program with employer matching.
• Comprehensive health, dental, vision, and life insurance.
• Flexible Time Off (FTO) policy plus holidays.
• Office setup reimbursement and autonomous work environment.
• Quarterly team gatherings and in-office perks.