Senior Technical Support Specialist (AI)

Location: Remote; all applicants must currently reside in the United States

Salary: USD $75,421–$113,131 per year

Company

hirify.global provides AI-powered decision intelligence solutions for national security, supply chain management, and digital identity, including the Ask Sage generative AI platform.

What you will do

• Serve as the primary escalation point for complex customer issues involving authentication, security configuration, account provisioning, access entitlements, integrations, workflows, and generative AI features.
• Lead root cause analysis, incident response, customer-impact tracking, and permanent issue resolution in partnership with engineering.
• Maintain support knowledge, runbooks, troubleshooting playbooks, escalation procedures, FAQs, and self-service documentation.
• Improve support workflows, severity levels, escalation paths, service-level targets, ticket routing, automation, and self-service strategies.
• Analyze support metrics and customer trends, providing recommendations for product, training, documentation, tooling, and process improvements.
• Coordinate triage and workload distribution while mentoring support specialists through case reviews, onboarding, and training.

Requirements

• At least four years of combined experience in technical support, IT service desk, or customer support engineering.
• Experience handling complex technical escalations, root cause analysis, and engineering coordination.
• Strong knowledge of Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and identity and access administration.
• Experience creating support documentation and using ServiceNow or equivalent ticketing, knowledge, and reporting tools.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Eligibility to obtain and maintain a DoD clearance and current residence in the United States are required.

Nice to have

• Six or more years of relevant technical support experience or experience as a senior support specialist, escalation engineer, or team lead.
• Experience supporting generative AI, machine learning, or large language model platforms.
• Experience supporting federal, DoD, or public-sector customers in FedRAMP High or DoD IL5 environments.
• Documented success improving automation, self-service, training, onboarding, vendor management, or license management.
• ITIL Foundation, HDI Support Center Team Lead, CompTIA, or similar certification.

Culture & Benefits

• Fully remote work environment.
• Work supporting a secure generative AI platform used by government and commercial teams.
• Support operations in FedRAMP High and DoD IL5 accredited environments.
• Equal opportunity employment, including protected veterans and individuals with disabilities.