Senior/Lead Technical Support Engineer (AI)

TL;DR

Senior/Lead Technical Support Engineer (AI): Delivering reliable customer experiences for an agentic AI platform with an accent on complex troubleshooting and escalation management. Focus on resolving end-to-end customer issues, optimizing support processes, and translating field insights into product improvements.

Location: Remote (Must be based in Malaysia)

Company

hirify.global is a category leader in enterprise-grade conversational AI, powering billions of interactions for global brands through agentic AI solutions.

What you will do

• Own and resolve customer technical issues end-to-end, ensuring sustainable solutions.
• Act as an escalation point for complex challenges, collaborating with Product and Engineering.
• Guide and educate customers on the effective use of the platform to maximize product value.
• Create and maintain runbooks, troubleshooting guides, and internal knowledge resources.
• Capture and translate customer insights into actionable feedback for internal teams.

Requirements

• 5–8 years of experience in customer-facing technical support within SaaS or enterprise technology.
• Strong skills in working with APIs, logs, and debugging tools.
• Must be based in Malaysia.
• Proven experience in coaching or mentoring others and contributing to team development.
• Ability to thrive in fast-paced environments with a high degree of ownership.

Culture & Benefits

• High-ownership culture where accountability for outcomes is prioritized over tasks.
• Fast execution environment with a culture of direct feedback.
• Backed by leading global investors including General Catalyst, EQT Ventures, and Altimeter Capital.
• Strict adherence to high data protection standards (GDPR, ISO 27001).

Hiring process

• Talent Acquisition screen
• Hiring Manager interview
• Technical Interview
• Bar Raiser session