Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Providing expert technical assistance and troubleshooting for an AI-powered insurance platform with an accent on API integrations, production environment diagnostics, and customer success. Focus on resolving complex technical issues, managing enterprise customer communication, and building robust self-service documentation.

Location: Must be based in the US (West Coast or Mid-USA preferred). Must have full rights to work in the US; no sponsorship available.

Salary: $90,000 – $110,000

Company

hirify.global, now part of Applied Systems, is an AI-powered platform transforming the global insurance ecosystem through smarter decision-making and seamless connectivity.

What you will do

• Serve as the primary technical contact for enterprise customers, resolving production issues and platform-related queries.
• Diagnose and troubleshoot complex technical problems using tools like Postman and Datadog.
• Triage and escalate issues to engineering teams with detailed diagnostic documentation.
• Collaborate with internal teams to ensure customer feedback drives product enhancements.
• Create and maintain a comprehensive knowledge base and self-serve troubleshooting documentation.
• Conduct post-mortems to identify root causes and implement preventive measures.

Requirements

• Must be based in the US with full work authorization.
• Experience in a client-facing elevated technical support or analyst role.
• Practical experience with REST API and JSON schemas.
• Familiarity with Git, Postman, and Datadog.
• Proven ability to diagnose and resolve technical issues in production environments.
• Excellent communication and interpersonal skills for managing customer relationships.

Nice to have

• Engineering or QA background.
• Experience working with SaaS B2B enterprise customers.
• Knowledge of the insurance or InsurTech industry.
• Exposure to AI or Generative AI technologies.
• Experience building BAU and production support functions.

Culture & Benefits

• Competitive salary with potential for bonus and commission.
• Flexible working and remote options.
• Professional development budget and conference access.
• Annual company retreats.
• Mission-driven culture focused on diversity, inclusion, and employee well-being.