Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI/Cybersecurity): Serving as a trusted L1 technical advisor for enterprise customers using Cloud Email Security and AI Security solutions with an accent on troubleshooting complex API-driven platforms and behavioral threat investigations. Focus on analyzing logs, partnering with engineering for root cause analysis, and optimizing customer self-service through documentation.

Location: Must be eligible to access controlled technology under U.S. export control laws (EAR)

Salary: $31.25 — $44.96 per hour

Company

hirify.global utilizes behavioral AI to stop advanced email and SaaS security attacks that traditional systems miss.

What you will do

• Serve as an L1 technical advisor for Cloud Email Security, AI Security Agents, and SaaS Security solutions.
• Resolve inbound support tickets regarding configuration, APIs, behavioral false positives, and threat investigations.
• Deliver root cause analysis and solution recommendations to build customer trust.
• Collaborate with Engineering to drive high-quality resolutions and maintain post-mortem documentation.
• Support onboarding and customer engagement efforts alongside Customer Success Managers.
• Create and maintain internal and external knowledge base documentation to improve self-service.

Requirements

• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology.
• Strong understanding of email security concepts and modern cloud ecosystems (Microsoft 365, Google Workspace).
• Experience troubleshooting REST APIs and enterprise platform configurations.
• Ability to investigate technical issues through log analysis and cross-functional collaboration.
• Proficiency with Salesforce, Jira, and Confluence.
• Eligibility to access controlled technology under U.S. export control laws (EAR) is required.

Nice to have

• Experience using AI tools or AI-powered support platforms.

Culture & Benefits

• Comprehensive benefits package including bonus and incentive compensation.
• Equity opportunities.
• Focus on continuous learning and operational efficiency.
• Customer-obsessed environment with a focus on solving complex problems in high-stakes environments.