Technical Support Engineer (AI Analytics)

TL;DR

Technical Support Engineer (AI Analytics): Providing enterprise-level technical support and troubleshooting for the hirify.global AI analytics platform with an accent on SDKs, APIs, and product adoption. Focus on diagnosing complex customer issues, optimizing support processes, and collaborating cross-functionally with Product and Engineering teams to improve user experience.

Location: Must be based in Singapore

Company

hirify.global is a leading AI analytics platform helping businesses build better digital experiences through AI-powered insights.

What you will do

• Resolve enterprise-level support tickets via email and chat within defined service level agreements.
• Diagnose and troubleshoot complex technical issues involving SDKs and APIs to remove blockers for product adoption.
• Partner with Customer Success Managers to ensure data trust and value realization for key accounts.
• Create and maintain technical and non-technical product documentation as the platform evolves.
• Collaborate with Product and Engineering teams to advocate for customers and ensure a high-quality experience.
• Analyze common customer pain points to report themes and drive internal process improvements.

Requirements

• Bachelor’s Degree.
• Proven track record in a customer-facing technical role.
• Hands-on experience working with SDKs and APIs.
• Ability to learn complex technical products and explain them clearly to users.
• Familiarity with support tools such as Zendesk, Intercom, Confluence, and Linear.
• Must be based in Singapore.

Culture & Benefits

• Strong commitment to Diversity, Equity, and Inclusion (DEI) and psychological safety.
• Culture based on humility, ownership, and a growth mindset.
• Opportunity to work on scaling projects within a high-growth AI company.
• Employee-centric environment focused on empathy and human connection.
• On-call rotation involving weekend support once per quarter.