Premium Support Engineer (AI)

TL;DR

Premium Support Engineer (AI): Delivering high-priority technical support for enterprise customers on an AI-driven platform with an accent on complex debugging and incident resolution. Focus on maintaining high SLAs, collaborating with engineering teams to improve system reliability, and shaping support workflows for evolving AI tools.

Location: Must be based in or able to work from the NYC office (Hybrid schedule: Mondays and Wednesdays in-office)

Salary: $185,000–$210,000

Company

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

What you will do

• Provide high-priority, rapid-response technical support to premium and enterprise customers.
• Diagnose, reproduce, and resolve complex issues across the platform.
• Lead communications for critical incidents and outages to ensure transparency.
• Escalate high-impact technical problems to Engineering and Product teams.
• Build and maintain internal documentation, tooling, and automation to enhance efficiency.
• Mentor team members to raise the overall standard of support quality and speed.

Requirements

• 3+ years in technical support, developer support, or systems engineering.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong technical foundation in JavaScript or Python.
• Proficiency with support tools such as Zendesk, Linear, and Slack.
• Ability to remain calm and communicate clearly under pressure.
• Availability to work a Saturday through Wednesday schedule.

Nice to have

• Recent experience using hirify.global.
• Background in working with IDEs and developer terminals.
• Experience with modern AI tools like Claude or ChatGPT.

Culture & Benefits

• Competitive salary with equity packages.
• 401(k) program with 4% employer match.
• Comprehensive health, dental, vision, and disability insurance.
• Flexible Time Off (FTO) policy plus company holidays.
• Monthly wellness stipend and commuter benefits.
• Quarterly team gatherings and inclusive, autonomous work culture.