Technical Support Engineer, Tier 3 (AI)

TL;DR

Technical Support Engineer, Tier 3 (AI): Performing root cause analysis and resolving complex technical issues escalated by Support teams with an accent on R&D collaboration and product improvement. Focus on troubleshooting web applications, optimizing internal tooling, and bridging knowledge gaps between Tier 2 and engineering.

Location: Chicago, USA. Work from home stipend provided, suggesting a hybrid or flexible remote arrangement.

Salary: $49.04 - $58.66 per hour

Company

hirify.global is an AI-powered revenue intelligence platform that unifies data and workflows to help revenue teams observe, guide, and act more effectively.

What you will do

• Perform root cause analysis and troubleshoot complex technical issues escalated from lower support tiers.
• Collaborate with R&D and Product Management to implement product features and support tools to reduce ticket volume.
• Partner with Tier 2 Support and Customer Success to prioritize escalations and drive end-to-end resolution.
• Educate and upskill Tier 2 teams through documentation and training to improve first-line resolution rates.
• Design and advocate for new troubleshooting tooling to accelerate root cause identification.

Requirements

• 6-10+ years of B2B technical support experience.
• Proficiency in escalation and incident management adhering to SLA timelines.
• Experience in web application troubleshooting and ability to read code/write scripts.
• Hands-on experience with Salesforce, ideally as a Salesforce Administrator.
• Strong knowledge of SQL scripting and practical experience with APIs.
• Experience with databases such as PostgreSQL, MongoDB, or Elastic-Kibana and monitoring tools like Datadog or Coralogix.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement program and flexible wellness stipend.
• Mental health support including covered therapy and coaching.
• Flexible vacation time and quarterly company-wide recharge days.
• Education and learning stipend for professional growth.
• Work from home stipend and paid parental leave.