Staff Technical Support Engineer (AI)

TL;DR

Staff Technical Support Engineer (AI/Kubernetes): Managing high-impact technical escalations and owning the resolution of complex customer issues within a digital pathology AI platform with an accent on Kubernetes-based deployments and systemic root-cause analysis. Focus on bridging the gap between customers and Engineering/Product teams to influence the product roadmap and reduce systemic risks.

Location: Remote (USA)

Company

hirify.global is a leader in pathology AI software, transforming traditional microscope-based workflows into digital, AI-driven precision medicine.

What you will do

• Serve as the final technical escalation point for the most complex and business-critical customer issues.
• Lead root-cause investigations across multiple systems and drive reproduction in lab environments.
• Define and optimize the technical escalation process between Support, Engineering, and Product teams.
• Manage technical relationships for Premium and Strategic customers, conducting executive-level reviews.
• Mentor and coach Technical Support Engineers through training, pairing sessions, and onboarding.
• Oversee complex Kubernetes-based deployments, upgrades, and migrations.

Requirements

• 8+ years of experience in Technical Support Engineering with senior or lead responsibilities.
• Advanced knowledge of Linux and Kubernetes is required.
• Strong understanding of network architectures and infrastructure fundamentals.
• Proven track record of owning end-to-end technical escalation processes at scale.
• Ability to analyze complex data sets and make high-stakes decisions independently.
• Must be based in the USA.

Nice to have

• Experience troubleshooting AI/ML-powered features and inference pipelines.
• Experience in AI-driven healthcare, diagnostics, or computational imaging.
• Knowledge of digital pathology.

Culture & Benefits

• Competitive pay and comprehensive insurance options.
• Support for long-term health and personal growth.
• Creative and agile office environment in Philadelphia for collaboration.
• Inclusive culture that celebrates diversity and equal opportunity.