Sr. Technical Support Engineer (AI)

Location: Kitchener, Ontario, Canada

Salary: $66,500–$74,750 CAD annual base salary

Company

hirify.global is an AI platform for customer experience that uses AI agents and human-agent collaboration to resolve customer issues across voice and digital communications.

What you will do

• Manage carrier escalations, trouble tickets, and interoperability issues across telecommunications networks.
• Monitor network performance, conduct DID probes and test calls, and identify potential issues proactively.
• Support customers with product questions and complex technical troubleshooting.
• Diagnose and resolve issues, escalate product bugs, and coordinate timely resolution with Engineering, Product, and Sales.
• Maintain service-level and productivity standards while improving support processes and scalability.
• Educate users and identify opportunities to improve the customer experience.

Requirements

• 3+ years of customer support experience in telecom, carrier, or VoIP environments.
• Strong understanding of LAN/WAN networking and cloud-based technologies.
• Experience with VoIP, SIP environments, desk phone provisioning, SIP messaging, and Wireshark.
• Experience troubleshooting complex technical issues, enterprise IT environments, security requirements, and mobile or communications platforms.
• Experience with ticketing systems such as Zendesk or Jira.
• Strong written and verbal communication, ownership, initiative, and teamwork.

Nice to have

• Familiarity with contact center IVR workflows and third-party CRM integrations.
• Knowledge of telecommunications carrier networks and interoperability.

Culture & Benefits

• Competitive salary, comprehensive benefits, and growth opportunities.
• Access to AI tools and a robust training program.
• Inclusive offices designed to support collaboration and connection.
• Culture centered on curiosity, persistence, empathy, ownership, and high performance.