Workflow Support Engineer (AI)

TL;DR

Workflow Support Engineer (AI): Providing first-line technical support for a workflow automation platform with an accent on debugging production instances and automating triage processes. Focus on building AI-powered internal tooling, troubleshooting complex infrastructure issues, and collaborating directly with the engineering team to resolve customer tickets.

Location: Must be based in Mexico

Company

hirify.global is a global software company revolutionizing document workflows for thousands of organizations, including Fortune 500 leaders.

What you will do

• Own first-line technical support for the workflow automation platform.
• Debug live production instances across application, infrastructure, and cloud layers.
• Reproduce reported issues and escalate confirmed bugs to engineering with clear documentation.
• Troubleshoot issues in real-time via customer calls to ensure SLA compliance.
• Build AI-powered automations and internal tools to streamline triage and response processes.

Requirements

• Must be based in Mexico
• Experience in a customer-facing technical role such as support engineering, solutions engineering, or SRE.
• Proven experience using coding agents and LLM tooling to build real-world automations.
• Confidence debugging live production systems with working knowledge of cloud infrastructure, primarily AWS.
• Strong empathetic communication skills for both written responses and live customer calls.

Nice to have

• Kubernetes experience.
• Hands-on experience with workflow automation or BPM platforms.
• Experience with MSSQL, MongoDB, and Redis.

Culture & Benefits

• Fully remote and async-first work environment.
• Direct collaboration with the product engineering team.
• Opportunity to shape support processes and tooling from day one.
• Competitive compensation package.
• Annual global company retreat.