Customer Support Engineer (AI)

TL;DR

Customer Support Engineer (AI): Building and optimizing technical support systems and AI-assisted workflows for a high-growth ERP platform with an accent on automation, ticket triage, and internal tooling. Focus on scaling support operations through engineering, resolving complex customer issues, and translating product insights into scalable knowledge base content.

Location: Must be based in or willing to relocate to San Francisco or New York City. Hybrid role requiring in-office presence on Tuesdays, Thursdays, and one additional flexible day.

Company

hirify.global is an AI-native ERP platform designed to help accounting and finance teams run their numbers with speed and accuracy.

What you will do

• Resolve inbound support tickets across general knowledge, bug triage, and data requests via omni-channel support.
• Build AI-assisted workflows to automate manual processes like ticket categorization, routing, and response drafting.
• Develop internal tools and integrations connecting support platforms like Pylon and Linear with the product and data warehouse.
• Contribute to and improve the internal knowledge base by turning repeated questions into structured content for humans and AI.
• Instrument support systems with observability to ensure data quality and catch issues early.
• Partner with Product and Engineering to translate customer feedback into product improvements.

Requirements

• 6 months to 3 years of experience in a customer-facing or technical support role.
• Technically capable with experience in scripting, building integrations, and working with APIs or data pipelines.
• Strong written communication skills for async channels.
• Ability to translate vague problems into concrete technical solutions with a bias for ownership.
• Strong triage instinct and ability to absorb product complexity quickly.
• Must be within commutable distance of San Francisco or NYC offices or willing to relocate.

Nice to have

• Experience building or integrating AI/LLM-powered workflows in production.
• Familiarity with accounting concepts or finance workflows.
• Experience with Pylon, Linear, or similar CS tooling.
• Previous experience at early-stage or fast-scaling startups.

Culture & Benefits

• Competitive salary and equity package.
• Top-tier health and dental insurance with premiums partially or fully covered.
• Flexible PTO and 9 company-wide holidays.
• Collaborative hybrid work environment with team offsites in international locations.
• Opportunity for rapid professional growth as the company scales.