Principal Software Engineer, Customer Engineering (AI)

TL;DR

Principal Software Engineer, Customer Engineering (AI): Building and deploying AI agents to automate customer escalation workflows with an accent on integrating agentic capabilities into identity platforms. Focus on bridging the gap between customer pain points and scalable AI-driven solutions in the IGA and cybersecurity domain.

Location: Hybrid: Milpitas, California or Los Angeles

Salary: $240,000 - $250,000 a year

Company

hirify.global is an AI-powered identity platform providing identity security and governance solutions for Fortune 500 companies and government institutions.

What you will do

• Build and deploy AI agents to automate customer escalation workflows, reducing resolution times.
• Integrate agentic capabilities into identity platforms and translate customer needs into engineering roadmap items.
• Drive innovation in the intersection of AI, Identity Governance (IGA), and cybersecurity, specifically for Non-Human Identities.
• Serve as a technical liaison between Customer Support, Customer Success, Sales Engineering, and Product.
• Represent Engineering on customer calls and prepare executives for high-level escalations.
• Champion tooling improvements and propose new troubleshooting and performance analysis tools.

Requirements

• 10+ years of software engineering experience, with 8+ years in customer-facing or customer engineering roles.
• Proven experience in large-scale, multi-tenant production environments.
• Fluency in modern AI tooling (MCP, A2A protocols, agentic frameworks) and AI-assisted SDLC tools (Cursor, Claude, Copilot).
• Deep understanding of APIs, enterprise integrations, and distributed systems.
• Strong command of testing practices (unit, functional, system integration) and Agile methodologies.
• Outstanding communication skills for both engineering deep-dives and customer executive briefings.

Nice to have

• Experience in Identity & Access Management (IAM / IGA).
• Familiarity with Zero Trust, PAM, or governance frameworks.

Culture & Benefits

• Competitive total rewards package.
• Tremendous opportunities for career growth and advancement in a high-growth PaaS environment.
• Welcoming and positive work environment for resilient professionals.
• Experience working with AI-powered platforms at the forefront of identity security.