Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI): Managing and troubleshooting client environments and services for a behavior change AI platform with an accent on REST APIs, monitoring tools, and cross-functional collaboration. Focus on supporting production applications, maintaining infrastructure documentation, and optimizing service delivery within an Agile DevOps environment.

Location: Remote within the United States, with potential for hybrid work if located in Tennessee. New hires are required to spend their first week onsite in Tennessee (travel expenses covered). Applicants must be authorized to work in the US without sponsorship.

Salary: $30–$35/hour

Company

hirify.global is a software company applying behavioral science and machine learning to deliver personalized health interventions through its behavior change AI platform.

What you will do

• Manage and configure critical client environments using REST services and API tools.
• Monitor production applications and message distributions using tools like Datadog, SendGrid, and Twilio.
• Maintain the change request backlog and troubleshoot issues with clear escalation procedures.
• Collaborate cross-functionally to assist data science and engineering teams with software configuration and data ETL processes.
• Support User Acceptance Testing (UAT) for new platform capabilities.
• Develop and maintain comprehensive documentation including API guides, wiki pages, and troubleshooting manuals.

Requirements

• Must be authorized to work in the US without sponsorship.
• Able to travel to Tennessee for the first week of onboarding.
• Schedule: Ability to work 9am-6pm EST initially, with transition to evening hours.
• 2-5 years of experience in an Agile DevOps environment.
• Proficiency in Python, HTML, CSS, and SQL (PostgreSQL or Snowflake).
• Experience troubleshooting complex issues using monitoring tools like Datadog.

Nice to have

• Familiarity with AWS and Azure cloud services.
• Experience using Jira Service Desk or similar incident management systems.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with HSA options.
• Company-paid short/long-term disability and life insurance.
• 401k plan with company match.
• Flexible time off policy plus 10 paid holidays and company-wide closures.
• 6 weeks of paid parental leave.
• Remote work environment with collaborative team culture.