Technical Support Advisor

TL;DR

Technical Support Advisor (AI CX): Triage, troubleshoot, localize, and escalate complex client support issues for an AI customer service platform with an accent on debugging web applications, API integrations, and backlog management. Focus on delivering exceptional technical support, maintaining product documentation, and deriving structured feature requirements from stakeholder feedback.

Location: Remote - Singapore

Company

hirify.global is a Canadian AI customer service company that has powered over 5.5 billion interactions for leading brands, backed by $250M in funding.

What you will do

• Triage, troubleshoot, localize, and escalate complex client support issues to Technical Support Engineering teams within SLAs.
• Deliver exceptional customer service and technical support to clients.
• Support non-engineering teams in using, debugging, and understanding the platform.
• Maintain and improve internal product documentation for the client support team.
• Become an hirify.global product expert and derive structured feature requirements and bug reports from stakeholder information.

Requirements

• Proven track record of resolving hard-to-replicate issues dependent on external products or infrastructure.
• Experience using Postman or CURL.
• Experience supporting web applications in Jira, Zendesk, Salesforce.
• Working knowledge of APIs.
• Excellent backlog management skills and analytical problem-solving approach.
• Ability to manage competing priorities and explain complex concepts to different audiences.

Culture & Benefits

• Unlimited vacation and flexible work schedule.
• Comprehensive benefits including extended health, dental, vision, travel, life insurance, and wellness account.
• Employee & Family Assistance Plan.
• Remote-first with in-person friendly options at local hub, work from home budget, and learning & development budget.
• Access to cutting-edge AI tools and hands-on experience with LLMs.