Senior Technical Support Representative (AI)

Location: Remote, United States

Company

hirify.global.

What you will do

• Provide technical support and troubleshooting through telephone, ticketing systems, and chat, including complex and escalated issues.
• Own assigned incidents from initial report through resolution, maintaining clear communication, timely updates, and detailed records.
• Build subject matter expertise in core technologies and specialized technology areas, and educate customers on software functionality, best practices, and product updates.
• Identify, document, and report software issues, design concerns, and reliability challenges to internal teams.
• Mentor junior support engineers, contribute to knowledge base documentation, and participate in continuous improvement initiatives and special projects.
• Use approved GenAI tools for high-value deliverables while auditing outputs for accuracy, brand alignment, hallucinations, and unauthorized exposure of proprietary or PII data.

Requirements

• Associate's degree or equivalent work experience.
• 2–4 years of experience in a technical support role.
• Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.
• Excellent written and verbal communication skills, including the ability to document and articulate issues effectively.
• Proven ability to mentor and assist junior support engineers.
• Ability to analyze and troubleshoot complex technical issues related to software functionality and system performance.
• Ability to adapt to changing priorities and customer needs, prioritize tasks, meet deadlines, manage workload efficiently, and demonstrate initiative.
• Strong attention to detail and commitment to an exceptional customer experience.
• Ability to work in a fast-paced and high-stress environment while maintaining professional interactions with internal and external stakeholders.
• Ability to craft clear, context-rich prompts and protect proprietary and Personally Identifiable Information from unauthorized models.

Nice to have

• Experience supporting B2B enterprise-level customers.
• Experience with property management software or a related industry.
• Familiarity with knowledge base systems and documentation best practices.

Culture & Benefits

• Remote workplace.
• Full-time employment.
• Participation in team meetings and continuous improvement initiatives.