Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Provide hands-on technical support for the hirify.global AISec Platform, owning complex customer issues from initial report through root cause resolution with an accent on troubleshooting APIs, integrations, logs, and infrastructure. Focus on reproducing issues, isolating variables, partnering with Engineering/Product/Research, and improving documentation/processes.

Location: Fully remote (global distributed team with occasional in-person team gatherings)

Company

Venture-backed startup protecting AI technologies from adversarial attacks with a patent-pending AISec platform, recognized by RSA Innovation Sandbox, CB Insights AI 100, and others.

What you will do

• Own and resolve complex customer issues end-to-end, from initial report to root cause.
• Troubleshoot across APIs, integrations, logs, infrastructure, and cloud environments (AWS, Azure, GCP).
• Reproduce issues, isolate variables, and determine if problems are configuration, usage, or product defects.
• Escalate to Engineering with actionable debugging data and collaborate with Product/Research on behavior validation.
• Translate technical findings into clear customer updates and contribute to runbooks/documentation.
• Identify ticket patterns and suggest product/process improvements.

Requirements

• 3+ years in Technical Support Engineering or similar hands-on technical role
• Strong troubleshooting across APIs, systems, integrations, logs, scripting, and reproducible test cases
• Proficiency in Python (reading, debugging, writing scripts/tools)
• Working knowledge of GitHub, Docker, Kubernetes, cloud environments (AWS, Azure, GCP)
• Experience with authentication/integrations (SSO/SAML), email delivery, ticketing systems (Zendesk, Jira)
• Exceptional attention to detail, clear communication, ownership, prioritization in fast-paced environment

Nice to have

• Experience with cybersecurity, MLOps, AI/ML systems
• Exposure to GenAI or model security concepts

Culture & Benefits

• Fully remote global team with home office stipend, internet/phone expenses, and annual upgrades
• Comprehensive health benefits (medical, vision, dental, fully subsidized options), 401k
• Unlimited flexible time off plus 15 paid company holidays
• Learning & development fund for training, conferences, certifications
• Commitment to diversity, equity, inclusion as equal opportunity employer
• Intentional team gatherings a couple times per year