Senior Customer Support Engineer (AI)

TL;DR

Senior Customer Support Engineer (AI): Providing high-level technical support and debugging for an AI-driven enterprise development platform with an accent on production network connectivity, cloud infrastructure, and containerization. Focus on resolving high-severity technical issues, automating reproduction environments, and transforming customer feedback into product improvements.

Location: Must be based in Australia

Salary: A$170K – A$230K + Equity & Bonus

Company

hirify.global is an AI software development company creating autonomous coding agents and secure, self-hosted AI development environments for the enterprise.

What you will do

• Reproduce and debug complex customer issues using existing tools and custom reproduction setups.
• Resolve high-severity technical support requests and lead customer debugging calls.
• Collaborate with Product, Customer Success, and Account Managers to improve support workflows.
• Identify and communicate product usage trends, bugs, and feature requests.
• Create and maintain technical documentation and customer knowledge base articles.
• Participate in a periodic on-call rotation for production-down issues.

Requirements

• Location: Must be based in Australia
• 5+ years of experience in customer support engineering or a comparable customer-facing technical role.
• 5+ years of experience supporting enterprise customers.
• 2+ years of experience diagnosing production network connectivity and performance issues.
• Proficiency with Terraform, Kubernetes, and major cloud platforms.
• Ability to use scripting languages (Bash, Python, or Ruby) to automate support workflows.

Nice to have

• Experience in DevOps Engineering, Software Engineering, or Systems Administration.
• Software-defined networking experience (e.g., Tailscale).
• Experience supporting engineering teams and their daily toolsets.

Culture & Benefits

• Competitive compensation package including equity and bonuses.
• Transparent, consistent, and human-led interview process.
• Environment that encourages and embraces the use of AI productivity tools.
• Mission-driven culture focused on the future of autonomous coding.

Hiring process

• Interviews with a mix of individual contributors, managers, and senior leaders.
• Take-home assessments (AI tooling permitted if flagged).
• Conversational interviews (AI assistance not permitted).