Senior Support Engineer (AI)

TL;DR

Senior Support Engineer (AI): Providing advanced technical support for enterprise AI applications with an accent on debugging custom Python agents and complex integration troubleshooting. Focus on scaling support operations through automation, collaborating with engineering teams, and ensuring mission-critical platform reliability for enterprise customers.

Location: Must be based in or able to work from San Francisco or New York City (Hybrid)

Salary: $132,000 – $167,000

Company

hirify.global is a leading enterprise generative AI platform that helps global companies build and deploy AI agents grounded in their own data.

What you will do

• Manage triage and resolution of complex production issues via Salesforce, Slack, and Zoom.
• Debug and refine custom-built Python and no-code AI agents for technical end users.
• Act as Tier 2 support to monitor and resolve complex issues using monitoring alerts.
• Drive technical investigations across the stack and escalate critical issues to engineering.
• Build and maintain automated diagnostic tools to scale support operations and reduce resolution times.
• Gather platform feedback to influence the product roadmap and feature development.

Requirements

• 5+ years of experience in technical support for an enterprise B2B SaaS organization.
• Deep proficiency with cloud infrastructure (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
• Strong expertise in RESTful API debugging and integration troubleshooting.
• Excellent communication skills for explaining complex technical concepts to customers.
• Ability to work on-screen with customers to provide empathetic and effective technical guidance.
• Must be authorized to work in the United States.

Nice to have

• Experience with Generative AI and LLMs.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage for employees and families.
• 16 weeks of paid parental leave and family planning support.
• 401k retirement plan with company stock options.
• Annual work-life stipends for wellness and professional development.
• Generous PTO and company holidays.
• Regular company-wide and team-specific off-sites.