Software Technical Support Lead (AI)

TL;DR

Software Technical Support Lead (AI): Managing the full lifecycle of customer support engagements for digital identity software with an accent on diagnosing complex technical issues and developing resolution strategies. Focus on improving support processes, knowledge management, and ensuring high-quality service delivery for a diverse customer base.

Location: Must reside in the US

Company

hirify.global is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity.

What you will do

• Serve as the primary point of contact for customer technical support across all channels.
• Independently manage complex and escalated support cases, diagnosing root causes and developing resolution strategies.
• Manage and maintain customer support tracking systems, ensuring thorough documentation and adherence to service level objectives.
• Evaluate customer issues and recommend product configuration or workflow solutions tailored to unique operational environments.
• Make recommendations to leadership regarding process improvements, knowledge management, and tooling enhancements.
• Coordinate after-hours 24/7 support scheduling and perform trend analysis reporting.

Requirements

• Must reside in the US.
• Bachelor's degree in Engineering, Computer Science, or a related technical discipline.
• 2–5 years of progressively responsible experience in technical support.
• Proven ability to independently manage complex technical issues with minimal supervision.
• Strong proficiency in Microsoft Office Suite.
• Excellent written and verbal communication skills for both technical and non-technical audiences.

Nice to have

• Hands-on experience with BBAI digital identity solutions.
• Experience contributing to the development of support processes or knowledge management systems.

Culture & Benefits

• Opportunity to work with cutting-edge AI-powered decision intelligence solutions.
• Collaborative environment focused on continuous learning and process improvement.
• Equal opportunity employer committed to supporting all protected groups.