Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Providing high-level technical assistance for an AI-driven GTM workspace with an accent on troubleshooting complex B2B SaaS issues and improving product reliability. Focus on building support processes, collaborating with engineering to resolve bugs, and advocating for customer needs to drive product improvements.

Location: Must be based in the Pacific Time Zone (PST)

Company

hirify.global is an applied AI lab building an Agent Workspace for GTM teams to automate sales busywork and help sellers close deals faster.

What you will do

• Provide prompt, empathetic, and clear communication to resolve user issues.
• Debug and troubleshoot complex technical problems across the platform.
• Collaborate with engineering teams to escalate and resolve critical issues.
• Identify patterns in support requests to address root causes and improve the product.
• Establish cross-functional relationships with product and customer success teams.
• Contribute to a robust knowledge base to empower users and reduce repetitive inquiries.

Requirements

• 3+ years of Technical Support experience in complex, feature-rich B2B SaaS platforms.
• Proven success providing support via Slack, live chat, and email.
• Proficiency in real-time troubleshooting, including video conferencing and remote access.
• Must be based in the Pacific Time Zone (PST).
• Self-starter mindset with experience working in a rapidly changing early-stage startup.
• Excellent written and verbal communication skills.

Nice to have

• Familiarity with API troubleshooting and tools like Postman.
• Technical experience with Salesforce, HubSpot, Outreach, or Salesloft.
• Experience in Windows or Mac administration.
• Experience with telephony, VoIP, and network troubleshooting.
• Experience writing or editing customer-facing Help Center articles.

Culture & Benefits

• Opportunity to join an early-stage, high-growth AI startup.
• Collaborative environment working with top-tier engineering and product teams.
• Impactful role shaping support operations and processes from the ground up.
• Commitment to diversity, inclusion, and equal opportunity employment.