Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Architecting the next generation of autonomous support systems by combining deep human expertise with agentic AI workflows with an accent on debugging complex distributed systems and SDK implementations. Focus on building automated resolution paths, performing root-cause analysis for enterprise customers, and orchestrating human-in-the-loop interactions.

Location: Must be based in Australia (Monday–Friday 9AM–5PM AEST).

Company

hirify.global is an industry-standard application monitoring platform helping developers fix errors and performance issues in real-time.

What you will do

• Perform deep-dive root-cause analysis on complex distributed tracing and performance issues.
• Act as a strategic consultant for senior engineers at elite enterprise customers.
• Engineer deterministic support paths and build autonomous resolution logic for AI agents.
• Develop agentic tools using MCP and internal APIs to automate complex lookups and state-checks.
• Bridge the gap between customer feedback and product teams to prioritize platform fixes.
• Troubleshoot SDK implementations across various frameworks and custom environments.

Requirements

• 5–8+ years of experience in technical support, systems engineering, or software development.
• Mastery of Python, JavaScript, Java, or Ruby with the ability to read SDK source code.
• Deep understanding of distributed systems, microservices, and API architectures.
• Practical familiarity with LLM orchestration (RAG, context windows, system prompts).
• Must be based in Australia and available for 9AM–5PM AEST working hours.
• Exceptional communication skills for explaining complex architecture and writing precise system instructions.

Nice to have

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

Culture & Benefits

• Global support engineering team focused on innovation and automation.
• Opportunity to shape the future of AI-native technical support.
• Inclusive culture with a strong commitment to diversity and accessibility.
• Focus on evidence-based support and eliminating non-scalable manual effort.