Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Managing Tier 2+ technical escalations for an AI-driven customer experience platform with an accent on API debugging, JavaScript triage, and AI agent behavior. Focus on building systemic improvements, creating runbooks, and optimizing the support workflow to reduce engineering involvement.

Location: Remote (LATAM: Brazil, Argentina, Mexico). Must be available to cover North America timezones.

Company

hirify.global is creating an operating system of AI agents that learn, remember, and act across every customer touchpoint to transform business-customer interactions.

What you will do

• Own Tier 2+ escalations end-to-end, diagnosing and resolving API, JavaScript, and SQL issues independently.
• Triage AI agent behavior, including hallucinations, workflow misconfigurations, and prompt issues.
• Create and maintain internal documentation and runbooks to empower Tier 1 support.
• Drive systemic improvements in observability and auto-routing to reduce recurring escalations.
• Collaborate with Engineering to surface recurring bugs and product gaps systematically.
• Work Tier 1 tickets during quiet periods to identify patterns for systematization.

Requirements

• 1+ year of technical support experience at a SaaS company.
• Proficiency in debugging REST APIs, webhooks, JSON, and HTTP protocols.
• Strong knowledge of customer-side JavaScript and browser devtools.
• Ability to write diagnostic SQL to validate data and trace ingestion paths.
• Availability to cover North America timezones.
• Strong written and verbal English proficiency.

Nice to have

• Experience with LLMs, prompt engineering, or AI model integration.
• Background in e-commerce or DTC industries.
• Familiarity with observability tools like Honeycomb, Grafana, or Sentry.
• Experience building internal automation or triage bots.
• Fluency with AI coding tools like Claude Code.

Culture & Benefits

• Equity or stock grants and competitive salary.
• Learning budget for professional growth.
• Premium AI accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) and a quarterly tool budget.
• Globally distributed team working at the bleeding edge of CX and AI.
• High-ownership environment where AI is integrated into every workflow.