Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI/SaaS): Providing technical assistance and debugging for an AI-powered Agent Workspace for GTM with an accent on B2B SaaS troubleshooting and customer excellence. Focus on identifying product trends, collaborating with engineering to resolve complex bugs, and building a scalable knowledge base for APAC customers.

Location: Remote (Philippines) to support APAC customers

Company

hirify.global is an applied AI lab building an Agent Workspace for GTM to automate sales busywork and 10x seller productivity.

What you will do

• Provide prompt, empathetic, and clear support to users via Slack, live chat, and email.
• Debug and troubleshoot complex technical platform issues in collaboration with engineering teams.
• Identify support patterns and root causes to advocate for product improvements and continuous development.
• Develop and maintain a robust knowledge base to empower users and reduce repetitive inquiries.
• Maintain high performance against KPIs, including response times, resolution times, and CSAT scores.

Requirements

• 3+ years of Technical Support experience with complex, iterating B2B SaaS platforms.
• Proven success providing support through Slack, live chat, and email.
• Proficiency in real-time troubleshooting, including video conferencing and remote access.
• Must be based in the Philippines to support the APAC region.
• Experience working independently within a fast-paced, early-stage startup environment.

Nice to have

• Familiarity with API troubleshooting and tools like Postman.
• Technical experience with Salesforce, HubSpot, Outreach, or Salesloft.
• Knowledge of telephony, VoIP, and network troubleshooting.
• Experience with Windows or Mac administration.
• Experience writing and editing customer-facing Help Center articles.

Culture & Benefits

• Fully remote work arrangement focusing on the APAC market.
• Opportunity to be an early team member and shape foundational support operations.
• High-growth environment backed by top-tier VCs like Kleiner Perkins.
• Inclusive and diverse workplace culture with equal opportunity employment.