Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Building and optimizing autonomous support systems for a global observability platform with an accent on deep debugging, distributed systems, and LLM orchestration. Focus on engineering deterministic support paths, developing agentic tooling, and acting as a strategic consultant for elite enterprise developers.

Location: Must be based in San Francisco. This role requires coverage for APAC hours: Sunday through Thursday, 4 PM - 12 AM PST.

Company

hirify.global is an application monitoring standard trusted by over 200,000 organizations, currently building the AI-native future of software observability.

What you will do

• Perform root-cause analysis on complex distributed tracing and polyglot environment issues.
• Act as a strategic consultant for senior engineers at enterprise customers to solve high-stakes architectural challenges.
• Troubleshoot SDK implementations by diving into source code across various frameworks.
• Engineer the logic for autonomous support agents to move beyond probabilistic resolutions.
• Develop agentic skills using MCP and internal APIs to enable autonomous state-checks and lookups.
• Bridge the gap between user feedback and product teams to prioritize platform fixes.

Requirements

• 4+ years of experience in technical support engineering, systems engineering, or software development.
• Mastery of at least one language: Python, JavaScript, Java, or Ruby.
• Deep understanding of distributed systems, microservices, and API architecture.
• Practical familiarity with LLM orchestration (RAG, context windows, system prompts).
• Ability to explain complex architectural concepts and write precise system instructions for AI.
• Must be based in San Francisco and available for Sunday-Thursday 4 PM-12 AM PST shift.

Nice to have

• Active open-source contributor on GitHub.
• Experience as a former full-time software developer.

Culture & Benefits

• Opportunity to work at the intersection of human expertise and autonomous AI agents.
• Collaborative environment focused on eliminating non-scalable effort through automation.
• Commitment to diversity, inclusion, and accessibility in the software industry.
• Support for professional growth in a high-density technical ecosystem.