Senior Technical Support Engineer (AI)

TL;DR

Senior Technical Support Engineer (Customer Support/SaaS): Providing advanced technical assistance and troubleshooting for AI-driven property management solutions with an accent on resolving complex software issues and mentoring junior staff. Focus on diagnosing system performance challenges, optimizing customer experience, and integrating GenAI tools into operational workflows.

Location: Must be based in the US (specifically AZ, ID, UT, WY, TX, NC, FL, GA, SC, OH, PA, or IL)

Salary: $17.45 - $27.31 per hour

Company

Global leader in AI-driven property management technology powering an essential operating system for owners and residents worldwide.

What you will do

• Provide advanced technical support and troubleshoot complex escalated issues via phone, ticket, and chat.
• Maintain end-to-end ownership of incidents from initial report through resolution.
• Educate customers on software functionalities, best practices, and product updates.
• Document and report software bugs, design concerns, and reliability challenges to internal teams.
• Mentor and guide junior support engineers to improve team performance.
• Utilize approved GenAI tools to accelerate deliverables while ensuring data governance and factual accuracy.

Requirements

• Must be based in the US: AZ, ID, UT, WY, TX, NC, FL, GA, SC, OH, PA, or IL.
• 2-4 years of experience in technical support, preferably supporting B2B enterprise-level customers.
• Strong analytical and problem-solving skills in a high-pressure, multi-platform environment.
• Associate's degree or equivalent work experience.
• Proven ability to mentor and assist junior support engineers.
• Excellent written and verbal communication skills.

Nice to have

• Experience with property management software or related industry experience.
• Familiarity with knowledge base systems and documentation best practices.

Culture & Benefits

• Flexible culture with remote and hybrid options and frequent company recharge days.
• Comprehensive medical, dental, and vision coverage, including fertility benefits.
• 401(k) retirement plan with employer matching.
• HSA/FSA options and employer-paid disability benefits.
• Wellness initiatives including onsite gym at HQ, mental health resources, and employee assistance programs.
• Volunteer opportunities through hirify.global Cares and bi-annual swag drops.