Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI/SaaS): Resolving L2 and L3 technical issues for an AI-native CX platform with an accent on API troubleshooting, log analysis, and data synchronization. Focus on reducing engineering escalations and improving customer resolution times through deep technical investigations.

Location: Remote (Must be based in Egypt)

Company

hirify.global is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously.

What you will do

• Own and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team.
• Troubleshoot technical issues including API errors, data synchronization failures, and platform configuration challenges.
• Analyze logs and system behavior to identify root causes and resolve customer incidents efficiently.
• Reproduce product issues and document clear troubleshooting steps before escalating defects to Engineering.
• Collaborate with Customer Support and Engineering to ensure seamless handover and resolution of cases.
• Maintain detailed documentation, internal runbooks, and knowledge base articles to improve support efficiency.

Requirements

• 2+ years of experience in Technical Support or Application Support within a B2B SaaS environment.
• Must be based in Egypt.
• Hands-on experience diagnosing API issues, authentication problems, and data synchronization failures.
• Proficiency in reading logs and using ticketing tools such as Intercom, Jira, or CRM platforms.
• Fluent in both Arabic and English (written and verbal communication skills).
• Bachelor's degree or equivalent qualification.

Nice to have

• Experience supporting enterprise or government customers.
• Exposure to databases, SQL, APIs, or cloud-based SaaS platforms.
• Familiarity with customer engagement or social listening platforms.
• Experience creating technical documentation and runbooks.

Culture & Benefits

• Remote-first working environment.
• Opportunity to help build and scale a new Technical Support function.
• Continuous learning and career development opportunities.
• Collaborative, inclusive, and high-performance culture.

Hiring process

• Talent Acquisition Screening.
• Hiring Manager Interview.
• Practical Assessment (if applicable).
• Final Interview and Offer.