HITL Technical Support Specialist (AI)

TL;DR

HITL Technical Support Specialist (AI): Managing the operational quality and monitoring of Human-in-the-Loop workflows for AI-driven patient concierge solutions with an accent on issue triage, data validation, and cross-functional collaboration. Focus on ensuring system accuracy, performing root cause analysis, and maintaining support SLAs for healthcare clients.

Location: Must be based in the United States

Company

hirify.global is a healthcare technology company transforming patient care through machine learning, generative AI, and behavioral science to empower care teams.

What you will do

• Monitor HITL queues and workflows to ensure timely human review of AI-generated outputs.
• Perform daily quality assurance reviews of interactions to identify trends and systematic drift.
• Provide Tier 2 technical support for post-go-live clients and manage issue triage.
• Conduct root cause analysis using SQL and data pipeline validation.
• Maintain SOPs, escalation playbooks, and decision logic guidelines.
• Collaborate with product, engineering, and clinical operations teams to drive process improvements.

Requirements

• Must be based in the United States
• Experience with monitoring human-in-the-loop systems or AI/automation operations.
• Background in technical support, including SLA management and issue triage.
• Proficiency in SQL and understanding of ETL/data pipeline concepts.
• Strong organizational skills with the ability to manage queues and documentation.
• Excellent communication skills for translating technical issues to non-technical stakeholders.

Nice to have

• Experience with major EHR systems like Epic or Cerner.
• Familiarity with HL7/FHIR data standards.
• Experience with BI tools such as Looker or Databricks.
• Background in healthcare consulting or digital health operations.

Culture & Benefits

• Opportunity to work with a mission-driven team impacting patient lives.
• Exposure to cutting-edge AI and machine learning in a healthcare context.
• Full-time contract engagement with potential for weekend on-call flexibility.
• Collaborative environment working across multiple internal and external workstreams.

Hiring process

• Employment is contingent upon the satisfactory completion of a pre-employment background investigation and drug test.