Escalation And Incident Engineer (AI)

TL;DR

Escalation and Incident Engineer (AI): Managing technical escalations and resolving complex incidents for an enterprise AI Agent platform with an accent on system diagnostics and cross-team collaboration. Focus on troubleshooting critical issues, documenting resolution procedures, and maintaining high service standards within a hybrid work environment.

Location: Must be based in or near Düsseldorf, Germany (Hybrid: 2 days in office, 3 days remote).

Company

hirify.global is a global leader in AI-driven software solutions for enterprise contact centers, financial crime prevention, and public safety, serving over 25,000 businesses worldwide.

What you will do

• Act as the primary point of contact for technical escalations and incident reports.
• Diagnose and troubleshoot complex technical issues within the AI platform.
• Collaborate closely with engineering teams to drive permanent resolutions.
• Document technical procedures, incident resolutions, and knowledge base articles.
• Participate in on-call rotations to ensure system reliability.

Requirements

• Must be based in Germany with the ability to work from the Düsseldorf office.
• Proven experience in technical support or incident management roles.
• Solid knowledge of Windows and Linux operating systems.
• Familiarity with standard support and ticketing tools.
• Strong communication and analytical problem-solving skills.

Culture & Benefits

• hirify.global-FLEX hybrid model offering flexibility between office and remote work.
• Opportunity to work with market-leading AI technology at a global scale.
• Access to extensive internal career growth and learning opportunities.
• Collaborative, fast-paced environment focused on innovation.
• Equal opportunity employer committed to a diverse and inclusive workplace.