Technical Support Analyst (L2) (AI)

TL;DR

Technical Support Analyst (L2) (AI): Providing advanced technical assistance to resolve complex software issues for an AI infrastructure platform with an accent on root cause analysis and customer satisfaction. Focus on debugging code and logs, managing escalated tickets, and optimizing AI model deployment processes.

Location: Must be based in Europe. Availability on weekends is required.

Salary: €56,200 – €82,500

Company

hirify.global is the foundational platform for developers to build and run custom AI systems that scale.

What you will do

• Resolve complex technical issues via email, phone, chat, and video calls.
• Manage escalated tickets and provide detailed solutions to customers.
• Analyze software code, logs, and system performance to identify and fix bugs.
• Develop and maintain troubleshooting guides and knowledge base articles.
• Collaborate with developers, QA, and product managers to implement system fixes.
• Assist customers with installation, setup, and AI model configuration tasks.

Requirements

• At least 3 years of experience in technical support and 5 years total in customer support.
• Must be based in Europe.
• At least 1 year of experience in software engineering or 2 years as a networking administrator.
• Proficiency with Linux (server), SSH, terminal commands, and Docker.
• At least 2 years of experience with Python, Shell scripting, and SQL.
• Bachelor's degree in Computer Science, IT, or equivalent professional experience.

Nice to have

• Proficiency with Datadog, Grafana, and CRM tools.
• Experience in AI fine-tuning or AI inference.
• Knowledge of Django, Flask, PyTorch, React, Node.js, and Go.
• Familiarity with applied AI use cases such as LLM-based applications or agentic systems.

Culture & Benefits

• Meaningful equity and stock options for all team members.
• Remote-first environment with an inclusive, collaborative culture.
• Flexible PTO to ensure work-life balance.
• $1,200 USD Home Office and Equipment stipend.