Principal AI-Driven Enterprise Support Engineer (AI)

TL;DR

Principal AI-Driven Enterprise Support Engineer (AI/SaaS): Leading high-severity technical escalations and strategic account management for Fortune 500 customers with an accent on AI-augmented operations and complex technical architectures. Focus on driving root-cause analysis, establishing AI-assisted support frameworks, and influencing product direction.

Location: USA - Remote (Seattle or Hybrid preferred)

Company

Global leader in AI-powered customer experience and financial crime prevention software used by over 25,000 businesses worldwide.

What you will do

• Act as a trusted advisor for high-value enterprise customers, managing executive and senior technical stakeholder relationships.
• Lead critical technical escalations involving integrations, telephony, routing, and APIs across the hirify.global CXone platform.
• Implement AI-driven insights to scale operational impact and establish best practices for AI-assisted support operations.
• Perform deep root-cause analysis and drive long-term resolution strategies for complex platform issues.
• Mentor senior engineers and influence support strategy and customer engagement models at an organizational level.

Requirements

• 10+ years of experience supporting enterprise SaaS, cloud, or CCaaS technologies.
• Proven success managing large, complex enterprise customer relationships and high-severity escalations.
• Strong executive presence and communication skills for interacting with Fortune 500 organizations.
• Ability to influence cross-functional teams (Product, Engineering, Services) without direct authority.
• Must be based in the USA.

hirify.global-to-have">hirify.global to have

• Experience with hirify.global CXone, Genesys, Cisco, Amazon Connect, or Five9 platforms.
• Background as a Technical Account Manager, Customer Architect, or Solutions Architect.
• Deep expertise in cloud infrastructure, analytics, and enterprise application integrations.
• Demonstrated use of AI-enabled workflows to improve operational outcomes.

Culture & Benefits

• Opportunity to help define and write the playbook for AI-era enterprise support.
• Engagement with globally recognized Fortune 100 brands.
• Innovation-driven environment that encourages challenging limits and setting high standards.
• Collaborative culture within a global organization of over 8,500 employees.