Tier-2 Support Expert (AI)

TL;DR

Tier-2 Support Expert (AI): Serving as the escalation point for complex technical issues within an AI-powered eCommerce intelligence platform with an accent on data accuracy, pipeline integrity, and API troubleshooting. Focus on conducting root cause analysis, collaborating with R&D and engineering teams, and ensuring high-quality resolutions for global enterprise clients.

Company

hirify.global is a leading provider of AI-powered eCommerce intelligence platforms used by global brands and retailers.

What you will do

• Act as the primary escalation point for Tier-1 support, resolving complex technical and product-related issues.
• Investigate and reproduce product bugs, data discrepancies, and platform anomalies.
• Perform root cause analysis on data accuracy issues and pipeline failures.
• Collaborate with R&D, Product, and Data Engineering teams to triage and prioritize bug reports.
• Communicate technical solutions clearly to internal stakeholders and global enterprise customers.
• Develop and maintain internal knowledge base articles and troubleshooting runbooks.

Requirements

• 3+ years of experience in a Tier-2 or similar technical support role.
• Proficiency in SQL, Python, and Excel.
• Strong analytical skills with experience in data logs and platform behavior investigation.
• Experience working with APIs, including reading documentation and testing endpoints.
• Familiarity with ticketing systems such as Zendesk, Jira, or Monday.
• English: C1 level required for professional communication with global clients.

Nice to have

• Experience with online data analytics in travel, eCommerce, or retail sectors.
• Knowledge of digital shelf concepts like pricing, assortment, and SKU tracking.

Culture & Benefits

• Opportunity to work with a cutting-edge AI-powered intelligence platform.
• Collaborative environment working alongside R&D and Product teams.
• Focus on professional growth and technical skill development.
• Exposure to global enterprise-level client interactions.