Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (Conversational AI): Delivering reliable and high-quality customer experiences for an agentic AI platform with an accent on troubleshooting and issue resolution. Focus on analyzing root causes using APIs and logs, collaborating with internal engineering teams, and improving the overall customer feedback loop.

Location: Remote (Must be based in Malaysia)

Company

hirify.global is an enterprise-grade conversational AI platform designed to make customer interactions seamless and intelligent for global brands.

What you will do

• Analyze and resolve complex customer technical issues to ensure timely and solution-oriented communication.
• Guide customers in effectively using the platform to unlock its full potential.
• Collaborate with Customer Success, Product, and Engineering teams to drive product improvements.
• Take end-to-end ownership of technical escalations from identification to resolution.
• Contribute to the internal knowledge base by improving support processes and documentation.
• Structure and share customer feedback with internal teams to inform the product roadmap.

Requirements

• 2–4 years of experience in customer-facing technical support, ideally within a SaaS environment.
• Strong troubleshooting skills with the ability to identify root causes.
• Basic experience working with APIs, logs, and debugging tools.
• Excellent communication skills for explaining technical topics to diverse audiences.
• Structured and solution-oriented approach to problem-solving.
• Must be based in Malaysia.

Culture & Benefits

• Fast-paced execution environment with a high bar for quality and ownership.
• Culture of direct feedback and accountability for outcomes.
• Opportunity to work on cutting-edge agentic AI technology.
• Backed by leading global investors like General Catalyst and EQT Ventures.

Hiring process

• Initial screening with Talent Acquisition.
• Interview with the Hiring Manager.
• Technical Interview.
• Bar Raiser session.