Technical Customer Support Specialist (AI)

Location: San Francisco Bay Area; onsite work from the San Francisco office required. Working hours must meaningfully overlap with East Coast colleagues.

Salary: $140,000–$185,000 per year, plus equity.

Company

hirify.global provides AI-powered user interviews that help global brands conduct qualitative user research faster and at scale.

What you will do

• Own the inbound queue of technical product and account inquiries from triage through resolution and customer communication.
• Reproduce issues, review logs, use data to investigate scope, and distinguish product bugs from configuration or workflow gaps.
• Write actionable bug reports and coordinate resolution with Engineering, Product, Design, and Customer Operations.
• Configure and operate Pylon, including routing, automations, segmentation, SLAs, macros, and escalation paths.
• Build support dashboards, reporting, knowledge-base content, internal runbooks, and scalable training materials.
• Prototype AI-assisted support workflows such as automated triage, tagging, drafted responses, self-service deflection, and internal agents.

Requirements

• 4–8+ years of experience in technical support, support engineering, solutions, or another technical customer-facing role.
• Experience reviewing internal logs and using SQL or similar data tools to debug customer issues and assess their scope.
• Hands-on experience configuring a support platform such as Pylon, Zendesk, Intercom, or Front, including automations, routing, segmentation, and reporting.
• Ability to explain technical problems clearly to enterprise customers and discuss detailed solutions with engineers.
• Strong prioritization, independence, ownership, and comfort working through urgent issues and ambiguity.
• Must be based in the San Francisco Bay Area and able to work onsite from the San Francisco office.

Nice to have

• Experience as an early or founding support hire and developing support processes at scale.
• Experience supporting enterprise customers.
• Familiarity with user research, research operations, or participant recruitment workflows.
• Interest in testing newly launched and in-development features.

Culture & Benefits

• Work with a tight-knit team serving large enterprise customers.
• Collaborate closely with Product, Engineering, Design, and Customer Operations.
• Build an AI-native support function in a fast-growing startup environment.
• Compensation includes equity.