L2 Support Engineer (AI)

Location: Cambridge, Massachusetts, United States (on-site). Customer coverage is aligned with US business hours, roughly ET–PT, with rotating on-call coverage and occasional evening, early-morning, or weekend escalations.

Salary: $100,000–$140,000 per year plus equity.

Company

hirify.global is an AI software development platform that autonomously converts enterprise requirements into production-ready software.

What you will do

• Deploy and install the platform in customer environments and troubleshoot installation issues.
• Support upgrades and daily operations while keeping customer environments stable.
• Partner with L1 support to triage, diagnose, resolve, or escalate customer-reported issues.
• Investigate failures across compute, networking, storage, and application services using logs, pod state, queue depth, traces, and database records.
• Build dashboards, monitors, alerts, runbooks, and evidence-backed incident escalations.
• Communicate incident status and resolutions clearly to customers.

Requirements

• Experience debugging distributed systems across services, queues, and network hops using evidence-based investigation.
• Hands-on Kubernetes and Docker experience.
• Experience with at least one of GCP, AWS, or Azure, including managed Kubernetes, cloud logging, IAM, and storage behavior.
• Strong monitoring and observability skills, including log queries, request or trace ID correlation, traces, dashboards, and alerts.
• Knowledge of Python, Redis or message queues, WebSockets, networking, SQL/PostgreSQL, source-control platforms, CI/CD, Helm, Linux, and Windows.
• Ability to handle secrets, credentials, certificates, and multi-tenant customer environments safely, defaulting to read-only diagnostics.

Nice to have

• ArgoCD and Vault experience.
• Jira or similar incident-management and ticketing experience.
• Prior customer-facing support or SRE/on-call experience.

Culture & Benefits

• In-person collaboration with a high-performance, customer-focused engineering culture.
• Rotating on-call responsibilities are shared fairly.
• On-call is compensated or followed by time off in lieu according to policy.
• Recovery time is protected after heavy incidents.
• Focus on sustainable performance, sleep, movement, and restorative activities.