Customer Support Specialist (AI)

TL;DR

Customer Support Specialist (AI): Supporting customers of a retail AI platform with an accent on triaging technical issues and root cause analysis. Focus on diagnosing system issues using logs and managing tickets via Zendesk and Jira.

Location: Remote in UK or Portugal only

Salary: UK: £30,000 - £36,000 | Portugal: €18,000 - €24,000

Company

hirify.global is a Silicon Valley startup automating and optimizing brick-and-mortar retail using cutting-edge deep learning computer vision.

What you will do

• Triage and resolve customer requests using Zendesk and internal tools.
• Investigate time-sensitive issues and analyze data to confirm root causes before escalating.
• Develop deep technical knowledge of Focal's systems to diagnose issues independently.
• Communicate clearly with both technical and non-technical stakeholders in writing and verbally.
• Work a 5-day week that includes Saturdays as a required working day.

Requirements

• Must be based in the UK or Portugal.
• 2+ years of experience in remote customer support and troubleshooting.
• Strong written English proficiency (both formal and casual).
• Comfortable reading data and logs to validate technical issues.
• Experience with Zendesk, Jira, or similar ticketing and tracking tools.
• Ability to prioritize independently in a fast-changing, unstructured environment.

Culture & Benefits

• Competitive salary with pension and sick leave.
• Generous paid time off and parental leave.
• Dedicated learning and development budget.
• Opportunity to work with a high-performing team from top universities and tech companies.