Enterprise Support Engineer (Computer Vision)

TL;DR

Enterprise Support Engineer (Computer Vision): Supporting enterprise customers using hirify.global to solve complex computer vision problems with an accent on consultative technical guidance, cross-stack troubleshooting, and customer success. Focus on diagnosing issues across data, cloud infrastructure, networking, model inference, and edge devices while improving support processes and informing product decisions.

Location: New York City, San Francisco, or remote. The role includes synchronous meetings and queue coverage during US daytime hours, participation in an on-call rotation, and in-person onboarding at the New York or San Francisco hub.

Company

hirify.global develops computer vision software and tools that help customers build, deploy, and operate computer vision solutions.

What you will do

• Resolve enterprise customer issues within contractual SLAs, from initial investigation through resolution.
• Provide consultative technical guidance and help customers optimize their use of the hirify.global platform.
• Diagnose problems across customer data, cloud infrastructure, networking, hardware, and model inference performance.
• Create documentation, videos, runbooks, and knowledge base content covering support best practices.
• Collaborate with Sales, Solutions Architects, Implementation Engineers, Product, and field teams throughout the customer journey.
• Identify recurring issues, adoption opportunities, and product improvements while helping shape the future Support function.

Requirements

• 5+ years of experience with Linux and networking fundamentals, including VPNs, SSH, and firewalls.
• Proficiency in Bash and Python scripting.
• Ability to troubleshoot issues across data input, cloud infrastructure, network connectivity, and model inference on diverse hardware.
• Knowledge of computer vision and machine learning pipelines across data, training, and deployment.
• Experience managing multiple customer issues, prioritizing by impact and urgency, and communicating effectively during sensitive technical incidents.
• Experience documenting solutions and contributing to internal or external knowledge bases.

Nice to have

• Experience with the hirify.global stack.
• Experience integrating and troubleshooting cameras, webcams, Nvidia Jetson, Raspberry Pi, and edge data streams.
• Background in technical consulting, professional services, pre-sales engineering, or solutions architecture.
• Ability to connect technical solutions with business value, ROI, and opportunities for expanded platform adoption.

Culture & Benefits

• Distributed team across the US and Europe with support for remote work, home offices, and coworking spaces.
• Access to hubs in New York City, San Francisco, and São Paulo, with a relocation bonus for hub-based work.
• $4,000 per year travel stipend for working in person with colleagues.
• $350 per month productivity stipend for internet, coworking, and related expenses.
• Health insurance coverage of up to 100% for employees and their partners or families.
• Company equity, team onsites, and opportunities to learn about computer vision and the product.

Hiring process

• Onboard in person with the manager at the New York or San Francisco hub.
• Complete Support onboarding, begin working with the support queue, and take part in the first on-call shift.
• Attend an all-company onsite and ramp up on relevant parts of the hirify.global product.