Strategic Support Engineer

TL;DR

Strategic Support Engineer (AI-first support): Own the technical relationship for hirify.global’s highest-profile digital pathology accounts, driving mission-critical issues from investigation to resolution with an accent on AI-assisted troubleshooting, cross-system root-cause analysis, and major-incident leadership. Focus on validating AI-assisted findings, reproducing defects across software/infrastructure/integrations, and feeding evidence back into Engineering and Product to shape platform improvements.

Location: Remote, USA

Company

hirify.global builds AI-driven digital pathology software to modernize how diseases are diagnosed and understood.

What you will do

• Serve as go-to technical SME for strategic accounts: run check-ins, troubleshoot issues, maintain account documentation, and monitor cases to resolution.
• Investigate complex, multi-faceted problems across application, infrastructure, and integrations; use AI-first tooling to reproduce defects and reach root cause faster.
• Lead major-incident response with steady, high-touch communication and clear escalation updates to internal and external stakeholders.
• Partner with Engineering, Product, Customer Success, and adjacent account teams to prioritize fixes and features based on evidence from customer issues.
• Own technical account health by maintaining a technical success plan (architecture, integrations, risks, recurring issues, upgrade posture, and mitigations) and proactively driving cross-functional risk plans.

Requirements

• 5+ years of technical support or related experience, focused on large, strategic accounts.
• Fluency with AI-assisted workflows, including the ability to validate and constrain AI outputs rather than trust them blindly.
• Hands-on proficiency with diagnostic/monitoring/support tooling and strong troubleshooting across Linux/Windows environments, networking protocols, and cloud (AWS, Azure, Kubernetes).
• Strong root-cause, debugging, testing, and validation skills for complex software and infrastructure issues.
• Proven experience mentoring or leading technical professionals and influencing internal teams to prioritize customer needs.
• Excellent written and verbal communication, including managing customer relationships and incident communications.

Nice to have

• Experience influencing product or engineering roadmaps from support and customer data.
• Ideas and a point of view on where AI is headed in technical support.
• Experience in regulated or other mission-critical environments and exposure across multiple domains.

Culture & Benefits

• AI-first support organization with modern tooling to move faster.
• Competitive pay plus savings, schedule, and insurance options supporting long-term health and growth.
• Philadelphia office environment designed for collaboration and creativity.
• Equal opportunity workplace that values and supports differences.

Hiring process

• Interviews focused on technical ownership, incident leadership, and evidence-based troubleshooting approach.
• Discussion of experience with AI-assisted workflows and validating AI outputs in real customer work.
• Conversation about strategic account ownership and cross-functional collaboration with Engineering and Product.