Premium Support Engineer (AI)

TL;DR

Premium Support Engineer (AI): Leading a high-performing technical support team to provide deep, reliable assistance to Pro and Enterprise customers with an accent on AI-driven development workflows and complex issue resolution. Focus on scaling support operations, driving cross-functional improvements, and serving as a player-coach to maintain high technical standards.

Location: Must be based in the UK, with plans to transition to a hybrid model once a local office presence is established.

Company

hirify.global is an agentic software creation platform that democratizes development by enabling anyone to build applications using natural language.

What you will do

• Build and lead a regional Premium Support team, setting standards for technical depth and response speed.
• Operate as a player-coach by managing complex escalations while mentoring team members.
• Oversee support queues for high-volume and high-touch Enterprise customers to ensure SLA adherence.
• Collaborate with Engineering and Product teams to resolve critical technical issues and drive platform improvements.
• Define and track performance metrics to provide actionable insights to company leadership.
• Develop internal playbooks, processes, and tooling to enable scalable, high-quality support.

Requirements

• 5+ years in technical support or developer support roles.
• 2+ years of experience in a leadership or management capacity.
• Must be based in the UK.
• Proven experience supporting both high-volume and high-touch enterprise customer segments.
• Strong technical foundation in software development, systems, or DevOps workflows.
• Demonstrated ability to operate in fast-moving, ambiguous environments.

Nice to have

• Experience supporting AI-powered products or developer tools.
• Background in scaling premium or enterprise support programs.
• Experience with building internal support tools or AI-driven automation.

Culture & Benefits

• Competitive salary and equity package.
• 401(k) program with 4% match.
• Comprehensive health, dental, vision, and disability insurance.
• Flexible Time Off (FTO) policy plus company holidays.
• Support for professional growth through monthly wellness stipends and autonomous environment.
• Quarterly team gatherings to foster collaboration and team culture.