Technical Support Specialist (AI)

TL;DR

Technical Support Specialist (AI): Investigating merchant issues across logs, metrics, transactions, APIs, and system configuration with an accent on agentic workflows, evidence-based troubleshooting, and clear technical communication. Focus on building reusable Claude Code skills and playbooks, verifying AI-generated findings, and preparing reproducible escalations for engineering.

Location: Ukraine; full-time remote work is possible. Occasional night shifts may be required.

Company

hirify.global is a fintech product environment supporting merchants and payment integrations.

What you will do

• Handle merchant feedback, reports, and questions from initial response through resolution using Claude Code for investigations and drafting.
• Investigate logs, metrics, transactions, configuration, API behavior, callbacks, and integration errors through agentic workflows.
• Verify AI-assisted findings and provide prompt, accurate, evidence-backed responses within agreed time limits.
• Convert recurring investigations and answers into reusable Claude Code skills, playbooks, and knowledge-base articles.
• Escalate confirmed defects to engineering with evidence, scope, affected merchants, and timelines.
• Maintain support documentation and collaborate with product and engineering teams on continuous improvement.

Requirements

• 3+ years of L2 customer service, help desk, or technical support experience.
• Upper-Intermediate English required, both spoken and written.
• Daily experience with AI assistants or agentic tools, including Claude Code, Cursor, Copilot, ChatGPT, or similar.
• Experience analyzing system metrics and logs with Grafana, Elasticsearch, Loki, or similar tools.
• Basic programming knowledge, understanding of APIs, webhooks, request/response flows, and hands-on Git experience.
• Remote support experience for client, server, and web-based applications, with strong communication, confidentiality, multitasking, and attention to detail.

Nice to have

• Experience building automations, prompts, custom instructions, or agent skills.
• Familiarity with MCP and connecting AI tools to APIs, databases, or ticketing systems.
• Experience with MS SQL or another relational database, message brokers, CRM, or ticketing systems.
• Payments, PSP, or fintech experience.
• IT diplomas, certificates, or other professional designations.

Culture & Benefits

• Full-time remote work option with a flexible schedule.
• Medical insurance and English classes.
• Professional development and personal growth opportunities.
• Competitive salary and fair working conditions.
• Access to a strong IT team and a product-focused work environment.
• Office available near a metro station.