Technical Support Analyst (AI)

TL;DR

Technical Support Analyst (AI): Providing high-quality technical assistance for enterprise web and mobile applications with an accent on AI-augmented workflows and complex troubleshooting. Focus on managing customer cases, meeting strict SLAs, and leveraging AI tools to identify trends and resolve issues efficiently.

Location: Must be based in the United States and available to work 9:00am – 6:00pm ET.

Salary: $70,000 - $80,000 per year.

Company

hirify.global is a provider of enterprise software solutions focused on project-based businesses.

What you will do

• Evaluate and troubleshoot complex client issues across web and mobile platforms.
• Manage case ownership from intake through resolution while meeting contractual SLAs.
• Utilize AI-assisted tools for ticket triage, trend detection, and knowledge management.
• Coordinate communication via phone, email, and meetings to support customers.
• Participate in release-verification tasks and document resolution actions.
• Act as the voice of the customer by capturing business impact and escalating issues effectively.

Requirements

• 3+ years of software technical support experience.
• Must be based in the United States and available to work 9:00am – 6:00pm ET.
• Strong verbal and written communication skills for customer-facing interactions.
• Ability to work autonomously and cross-functionally in a remote environment.
• Experience using AI-assisted support tools to validate outputs and improve response quality.
• Proficiency in documenting technical resolutions and identifying ticket trends.

Nice to have

• Prior experience supporting enterprise web or mobile applications.
• Demonstrated ability to write basic SQL queries.

Culture & Benefits

• Comprehensive employee benefits plans and programs.
• Eligibility for employee equity and discretionary bonus compensation.
• Collaborative team environment focused on customer success and exceptional outcomes.
• Commitment to being an Equal Opportunity Employer.