Technical Support Advisor (AI)

TL;DR

Technical Support Advisor (AI): Proactively localize, diagnose and problem-solve technical issues for clients with an accent on API troubleshooting and complex technical triaging. Focus on resolving hard-to-replicate issues, maintaining internal documentation, and deriving feature requirements from stakeholder feedback.

Location: Remote - UK

Company

hirify.global is an AI transformation platform and partner enabling enterprise companies to deliver automated, personalized, and effortless customer service experiences.

What you will do

• Triage, troubleshoot, and escalate complex client support issues to Technical Support Engineering teams within SLAs.
• Deliver exceptional customer service and technical support to enterprise clients.
• Support non-engineering teams in using, debugging, and understanding the platform.
• Maintain and improve internal product documentation for the client support team.
• Derive structured feature requirements and bug reports from abstract stakeholder information.

Requirements

• Proven track record of resolving complex technical issues that are hard to replicate.
• Experience using Postman or CURL and working knowledge of APIs.
• Experience supporting web applications within a stack including Jira, Zendesk, and Salesforce.
• Must be based in the UK.
• Analytical and methodical approach to problem-solving and troubleshooting.
• Ability to explain complex concepts effectively to different audiences.

Culture & Benefits

• Unlimited vacation and flexible work schedules to support work-life balance.
• Comprehensive benefits including extended health, dental, vision, travel, and life insurance.
• Wellness account and Employee & Family Assistance Plan.
• Learning and development budget for long-term growth and skills.
• Work from home budget and access to cutting-edge AI tools and LLMs.