Technical Customer Specialist (AI)

Location: Remote; all applicants must reside in the United States at the time of application.

Salary: USD $75,421–$113,131 per year.

Company

hirify.global provides AI-powered decision intelligence solutions for national security, supply chain management, and digital identity, including the Ask Sage generative AI platform.

What you will do

• Provide first-line customer support through ticketing systems and email, resolving account, access, security, verification, and platform issues.
• Diagnose technical problems, escalate complex cases, and follow up until resolution and customer satisfaction.
• Guide customers on generative AI use cases, prompt engineering, workflow optimization, and platform best practices.
• Conduct technical training sessions, walkthroughs, and workshops for customers.
• Document support interactions, create FAQs and knowledge-base materials, and analyze support reports and trends.
• Collaborate with technical, sales, engineering, and product teams to address customer needs and improve the support experience.

Requirements

• 3+ years of experience in technical support, help desk, technical customer success, or technical account management, preferably in a SaaS or technology company.
• Ability to obtain a security clearance.
• Strong understanding of generative AI technologies and practical applications, with the ability to explain complex concepts to non-technical users.
• Exceptional customer service, communication, interpersonal, problem-solving, attention-to-detail, and case-management skills.
• Proficiency with support ticketing systems and other help desk tools.
• Ability to work independently and collaboratively in a remote work environment.

Nice to have

• Knowledge of project management methodologies and tools.
• Experience with SaaS platforms and cloud-based technologies.
• Experience in the U.S. government as a service member, civilian, or government contractor.
• Bachelor's degree in computer science, information technology, or a related field; relevant experience and demonstrated skills may substitute.

Culture & Benefits

• Remote work environment with independent and collaborative working expectations.
• Opportunity for ongoing technical support and generative AI training and professional development.
• Estimated compensation range does not include the value of offered benefits.
• Equal opportunity employment for protected groups, including protected veterans and individuals with disabilities.