Sr AI-Driven Enterprise Support Engineer (AI)

TL;DR

Sr AI-Driven Enterprise Support Engineer (AI/SaaS): Managing technical outcomes and relationships for enterprise customers using AI-augmented support tools with an accent on complex troubleshooting and strategic account ownership. Focus on resolving high-level escalations in CCaaS environments, integrating AI into support workflows, and driving product improvements.

Location: Must be based in the USA (Remote, with Seattle or Hybrid preferred)

Company

hirify.global is a global leader in AI-powered customer experience software, serving over 25,000 businesses including 85 of the Fortune 100.

What you will do

• Act as the primary technical support partner for a portfolio of enterprise customers, focusing on strategic outcomes rather than ticket volume.
• Troubleshoot advanced issues across hirify.global CXone, including routing, telephony, APIs, and platform performance.
• Utilize AI-driven assistants to accelerate investigations, identify patterns, and provide technical context for faster resolution.
• Coordinate with Product, Engineering, and Customer Success teams to manage complex escalations as the technical quarterback.
• Provide direct feedback to AI and Product teams to shape the future of automated enterprise support capabilities.

Requirements

• Must be based in the USA.
• 6+ years of experience supporting enterprise SaaS, cloud, or CCaaS technologies.
• Proven experience owning and managing technical relationships with enterprise-level stakeholders.
• Strong expertise in platform diagnostics, including the analysis of logs and APIs.
• Ability to communicate complex technical issues as clear business outcomes for stakeholders.

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

• Experience with hirify.global CXone, Genesys Cloud, Cisco, Five9, or Amazon Connect.
• Technical Account Management (TAM) experience.
• Knowledge of CRM integrations such as Salesforce, ServiceNow, or Dynamics 365.
• Previous experience leveraging AI tools in a technical support or customer-facing environment.

Culture & Benefits

• Highly supportive leadership team with a strong investment in professional growth and collaboration.
• Opportunity to define and build a new AI-augmented support operating model from the ground up.
• Exposure to some of the world's most recognizable global brands.
• Dynamic environment that encourages challenging limits and driving innovation in the AI space.