Senior Production Support Engineer (AI)

TL;DR

Senior Production Support Engineer (AI): Ensuring the reliability, stability, and performance of hirify.global’s identity trust platform with an accent on incident response and root cause analysis. Focus on resolving complex production issues, leading Sev1 events, and improving system reliability through automation.

Location: Remote (Ukraine). Shift: 4 PM – 1 AM EET.

Company

hirify.global is the Real Human + Right Human Identity Trust Platform for the AI era, specializing in deepfake detection and continuous identity verification across voice and video interactions.

What you will do

• Lead the resolution of complex production issues and act as the technical lead for critical (Sev1) incident response.
• Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high-quality post-launch support.
• Perform deep root cause analysis and implement long-term fixes to improve overall system reliability.
• Act as a subject matter expert (SME) for the platform, including APIs, integrations, and customer environments.
• Proactively monitor production health, analyze trends, and recommend automation or preventive improvements.
• Maintain technical documentation, runbooks, and comprehensive post-incident reports.

Requirements

• 7+ years of experience in production support or a similar technical role.
• Must be based in Ukraine.
• Advanced English proficiency (C1) with excellent written and verbal communication skills.
• Proven experience in a customer-facing technical role, communicating directly with external clients.
• Strong understanding of RESTful APIs and tools used to interact with them.
• Experience with cloud platforms (AWS, GCP), Linux operating systems, relational databases, and scripting.

Nice to have

• Understanding of VoIP technologies.
• Familiarity with networking concepts (TCP/IP).

Culture & Benefits

• Remote-first culture with a supportive, global team environment.
• Competitive compensation package, including equity for all employees.
• Unlimited Paid Time Off (PTO).
• Opportunity to work with cutting-edge voice security and AI technology.