Support Engineer (Video)

TL;DR

Support Engineer (Video): Managing the self-service customer lifecycle and resolving technical issues with an accent on debugging customer code and improving support infrastructure. Focus on enhancing AI-support workflows, developing internal tooling, and bridging the feedback loop between customers and engineering.

Location: Hybrid in San Francisco, CA or New York, NY

Salary: $95K – $140K

Company

hirify.global provides video infrastructure for developers, specializing in video encoding, streaming, and monitoring.

What you will do

• Tackle 40—60 technical support tickets per week, solving a wide range of product-related issues.
• Contribute to and improve hirify.global’s collection of documentation pages and guides.
• Collaborate with the self-service team to optimize AI-support workflows.
• Build enhanced tooling, macros, and run books for support pipelines.
• Manage long-term success for self-service customers through tickets and video calls.
• Create a feedback loop between Support, Engineering, Sales, and Product teams.

Requirements

• 3+ years of experience in an engineering or technical support role.
• Ability to debug customer code-bases and solve complex or ambiguous technical issues.
• Proficiency in concise technical communication.
• Comfort writing code in at least one language (e.g., JavaScript, Go, Python).
• Experience using and validating the output of AI tools.
• Must be based in or able to work hybrid in San Francisco, CA or New York, NY.

Culture & Benefits

• Flexible PTO and 11 company holidays.
• Weekly no-meeting days and quarterly focus weeks for deep work.
• Comprehensive health, dental, and vision insurance, including fully funded fertility benefits.
• 401(k), HSA, and FSA options.
• Professional development stipend for career growth.
• Reimbursements for cell phones, device upgrades, and SVoD services.