Premium Support Engineer (AI)

TL;DR

Premium Support Engineer (AI): Delivering high-priority technical support for enterprise customers on an agentic software creation platform with an accent on complex debugging and incident management. Focus on diagnosing platform issues, resolving critical customer escalations, and improving internal automation tools to ensure high-quality, rapid response.

Location: Must be based in or able to work from the office in Foster City, CA (Hybrid: In-office Monday, Wednesday, Friday)

Salary: $185,000–$210,000

Company

hirify.global is an agentic software creation platform enabling users to build applications using natural language by removing traditional development barriers.

What you will do

• Provide swift, high-priority support to premium and enterprise customers under strict SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the hirify.global platform.
• Lead customer communications during outages and high-impact incidents.
• Collaborate with Product and Engineering teams to escalate and resolve recurring platform issues.
• Develop internal tooling, automation, and documentation to improve team efficiency.
• Mentor support engineers to raise the bar for responsiveness and quality.

Requirements

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support for high-value or enterprise clients.
• Strong debugging skills in JavaScript, Python, or similar languages.
• Excellent written and verbal communication skills under time pressure.
• Familiarity with support tools like Zendesk, Linear, and Slack.
• Must be able to work a Saturday through Wednesday schedule.

Nice to have

• Experience using hirify.global within the last 3 to 6 months.
• Experience with IDEs, terminals, and common developer tools.
• Experience with AI tools like Claude or ChatGPT.

Culture & Benefits

• Competitive salary with equity.
• 401(k) program with 4% match.
• Comprehensive health, dental, vision, and life insurance.
• Flexible Time Off (FTO) policy and generous paid leave.
• Monthly wellness stipend and commuter benefits.
• Quarterly team gatherings and in-office amenities.