Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Providing exceptional technical support and developing scalable self-service resources with an accent on AI-driven support optimization and root cause analysis. Focus on auditing AI Support Agent performance, managing enterprise customer environments, and ensuring high-quality technical documentation.

Location: Remote (Must be based in the United Kingdom)

Company

hirify.global is dedicated to creating better work experiences through a global office presence and a flexible work culture.

What you will do

• Resolve customer issues via ticketing systems, remote sessions, and live video.
• Identify root causes through targeted fact-finding and proactively communicate resolutions to clients.
• Build and maintain self-service guides, FAQs, and troubleshooting materials for common issues.
• Partner with enterprise customers to support highly customized deployments and unique environments.
• Audit and refine the AI Support Agent's performance and knowledge base to improve resolution capabilities.
• Advise customers on network-related requirements, including firewall ports and TCP/IP settings.

Requirements

• Must be based in the United Kingdom.
• Bachelor's degree or equivalent with 3+ years of professional experience in technical support, IT, or help desk roles.
• Proficiency in leveraging AI tools for technical troubleshooting and professional communication.
• Excellent written and verbal communication skills and comfort with live video customer sessions.
• Basic familiarity with networks, operating systems (Windows Server, Linux), or TCP/IP networking.

Nice to have

• Working knowledge of Salesforce or similar CRM platforms.

Culture & Benefits

• Employer-paid medical, dental, vision, and life insurance.
• Pension plan and paid maternity/parental leave programs.
• Generous PTO and flexible work schedules.
• "Quiet Fridays" with no non-essential internal meetings.
• Casual dress work environment.