Senior Support Engineer (AI)

TL;DR

Senior Support Engineer (Distributed Systems): Providing world-class technical support for hirify.global’s Agentic Data Plane and AI infrastructure with an accent on distributed systems, Kubernetes, and Linux troubleshooting. Focus on solving complex customer challenges, conducting root cause analysis, and building support infrastructure tools.

Location: Remote (Australia)

Company

AI infrastructure company pioneering the Agentic Data Plane to connect AI agents with enterprise data and systems.

What you will do

• Act as the primary technical contact for customers regarding configuration, hardware, product features, and operational issues.
• Collaborate with engineering teams to drive and solve customer challenges from identification through to resolution.
• Partner with product engineering to perform root cause analysis and distill lessons learned for the organization.
• Develop tools and services to enhance support infrastructure, issue life cycles, and root cause trending.
• Participate in "follow the sun" on-call rotations to support a global customer base.
• Maintain strong relationships with the Customer Success team to ensure high customer satisfaction.

Requirements

• 3+ years of L3 support experience for enterprise products with a significant focus on distributed systems.
• Strong proficiency in Linux troubleshooting commands and regular expressions (grep, awk, sed).
• Experience deploying and troubleshooting applications within Kubernetes.
• Hands-on experience with public cloud providers and containerization.
• Proficiency in bash scripting and/or Python.
• Must be comfortable working in a 100% distributed, remote-first environment.

Nice to have

• Proficiency with Go.
• Experience supporting SaaS platforms.
• Experience supporting streaming platforms.

Culture & Benefits

• People-first organization with a culture based on trust, transparency, communication, and kindness.
• 100% distributed engineering team and remote-first operating model.
• Opportunity to work on cutting-edge AI infrastructure used by global industry leaders.