Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Building and leading the technical support presence in APAC for enterprise AI deployments with an accent on L2/L3 troubleshooting, API debugging, and model performance. Focus on resolving complex escalated issues, bridging the gap between customers and engineering, and shaping regional support processes.

Location: Must be based in Singapore (hybrid/remote with occasional on-site collaboration)

Company

hirify.global is a leading AI company developing cutting-edge large language models for global enterprise use.

What you will do

• Own end-to-end technical support for enterprise and strategic customers in the APAC region.
• Investigate and resolve complex L2/L3 issues including API failures, model hallucinations, and latency spikes.
• Perform code-level analysis using Python and API calls to reproduce and debug customer issues.
• Act as the primary technical contact for APAC enterprise accounts during SGT business hours.
• Create and maintain advanced technical documentation, runbooks, and debugging guides.
• Collaborate with Engineering and Product teams to translate customer pain points into actionable roadmap improvements.

Requirements

• Bachelor’s or Master’s in Computer Science, Engineering or a related technical field.
• 5+ years of experience in technical support, DevOps, or SRE roles (SaaS or AI/ML preferred).
• Proficiency in Python or Bash for debugging and automation.
• Deep understanding of cloud infrastructure (AWS/GCP/Azure) and distributed systems.
• Fluent English (written and verbal) for technical communication.
• Must be based in Singapore.

Nice to have

• Experience with LLMs, generative AI, or MLOps.
• Familiarity with Kubernetes, Docker, or CI/CD pipelines.
• Proficiency in additional APAC languages such as Mandarin, Japanese, or Korean.

Culture & Benefits

• Foundational hire opportunity to shape the APAC support organization.
• Direct impact on the success of enterprise AI deployments.
• Hybrid flexibility with a focus on work-life balance.
• Collaborative, low-ego team environment emphasizing continuous learning.

Hiring process

• HR Screen and Hiring Manager Interview.
• Take-home assignment focusing on a debugging scenario and customer case study.
• Technical Deep Dive involving live debugging with Engineering.
• Value Talk / Culture Fit discussion.