Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI/SaaS): Providing expert-level technical support and guidance to high-value enterprise customers with an accent on complex troubleshooting of APIs, integrations, and data workflows. Focus on root cause analysis using SQL and Snowflake, collaborating with engineering teams to resolve critical issues, and mentoring junior team members.

Location: Must be based in Austin or New York City

Salary: $35–$50 per hour

Company

hirify.global harnesses the power of AI to transform revenue teams by unifying data and workflows into a single AI-powered operating system.

What you will do

• Act as the primary point of contact for premium customers via Zendesk and Zoom, ensuring high-quality resolution.
• Diagnose and resolve complex technical issues related to the platform, APIs, and 3rd party integrations.
• Perform deep-dive troubleshooting using SQL, Snowflake, Kibana, and Browser DevTools.
• Collaborate cross-functionally with Engineering, Product, and Customer Success to drive bug fixes and roadmap priorities.
• Develop and maintain self-service resources, including knowledge base articles and technical guides.
• Mentor new team members and share technical best practices to improve team-wide efficiency.

Requirements

• 4+ years of experience in technical or developer support within B2B SaaS or enterprise software environments.
• Proficiency with Zendesk, Jira, Salesforce, and API debugging tools.
• Strong technical skills in SQL, Snowflake, and data visualization.
• Experience with Okta, Azure provisioning, SFTP, and GitHub.
• Familiarity with Python, HTML/CSS, and basic cloud infrastructure (AWS, Linux).
• Must be located in Austin or New York City.

Culture & Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) retirement program and a flexible wellbeing fund.
• Flexible vacation time and quarterly company-wide recharge days.
• Mental health benefits including covered therapy and coaching.
• Education and learning stipends for professional growth.
• Work-from-home stipend to support a remote-friendly environment.