Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Providing expert technical support for enterprise cloud email and SaaS security platforms with an accent on resolving complex API integrations, behavioral false positives, and threat investigations. Focus on troubleshooting high-stakes security issues, collaborating with engineering on root cause analysis, and enhancing the customer experience through proactive knowledge base development.

Location: Must be based in the USA

Salary: $65,000 – $93,516 USD

hirify.global

An enterprise-grade cloud email security company utilizing behavioral AI to prevent sophisticated cyberattacks.

What you will do

• Act as a primary technical advisor for enterprise customers using AI-driven security products.
• Own and resolve inbound tickets including API questions, configuration issues, and threat investigations.
• Collaborate with Engineering teams to provide high-quality resolutions and robust post-mortem documentation.
• Support customer onboarding processes alongside Customer Success Managers.
• Create knowledge base content to improve case deflection and empower users.
• Analyze support patterns to flag recurring issues and drive product improvements.

Requirements

• 4+ years of experience in technical support roles, specifically in cybersecurity, SaaS, or API platforms.
• Strong knowledge of email security, cloud ecosystems, and platforms like Microsoft 365, Google Workspace, or Okta.
• Proven ability to debug complex technical issues and analyze logs.
• Excellent written and verbal communication skills for technical and non-technical stakeholders.
• Must be eligible to access controlled technology under U.S. export control laws.
• Familiarity with Salesforce, Jira, and Confluence.

Nice to have

• Experience using AI tools and GPT-based assistants for troubleshooting or prompting.

Culture & Benefits

• Comprehensive benefits package included.
• Potential eligibility for bonus or incentive compensation and equity.
• Opportunity to work with cutting-edge behavioral AI technology in a high-stakes security environment.
• Commitment to continuous learning and professional development.