Customer Support Engineer (AI)

TL;DR

Customer Support Engineer (AI): Delivering technical support and ensuring mission-critical system availability for enterprise AI infrastructure with an accent on methodical troubleshooting and onsite field service. Focus on diagnosing complex OS and networking issues, performing system installations, and providing professional training to clients.

Location: Remote within the United States, with a preference for candidates near Maynard, MA. Must be willing to travel approximately 35% of the time across the US and Canada.

Salary: $86,000 – $107,000

Company

hirify.global is an end-to-end technology company specializing in high-performance computing, memory, and AI factory platforms for enterprises and sovereign AI initiatives.

What you will do

• Resolve complex operating system and application issues in mission-critical environments.
• Diagnose and drive technical incidents to timely closure in collaboration with client IT teams.
• Travel to customer sites to perform system installations and field service work.
• Conduct professional onsite product training and onboarding for clients.
• Participate in new product introduction activities, testing, and readiness evaluations.
• Provide documentation and mentoring to junior team members.

Requirements

• Must be based in the United States.
• 3+ years of experience in technical customer support or field engineering.
• Proficiency in OS-level troubleshooting (Windows, Linux, RedHat).
• Strong understanding of communication protocols (TCP, SSL/SSH), network switches, and routers.
• Ability to travel approximately 35% of the time across the US and Canada.
• Excellent verbal and written communication skills.

Nice to have

• Knowledge of proprietary Stratus VOS environment.
• Experience using packet analyzers and reading network traces.

Culture & Benefits

• Bonus-eligible position.
• Comprehensive medical, dental, and vision benefits.
• 401k savings plan.
• Paid Time Off and Life Insurance.
• Employee Assistance Plan.
• Focus on servant leadership and continuous learning.