Support Engineer (AI)

Location: Edinburgh, United Kingdom; on-site in the office by default

Company

hirify.global is building an AI-powered legal operating system for in-house legal teams, used by more than 500 companies.

What you will do

• Own technical support requests from first response through investigation, resolution and customer confirmation.
• Reproduce reported behaviour, inspect logs and data, and trace issues through the product and codebase.
• Resolve configuration and usage issues, escalating product or infrastructure changes to Engineering while retaining case ownership.
• Propose and submit well-tested code fixes through the engineering review and deployment process where appropriate.
• Communicate clearly with customers, manage escalations and document handovers for the global follow-the-sun support model.
• Create troubleshooting documentation, identify recurring issues and improve support tooling, service levels and processes.

Requirements

• Experience in technical support, product support, software engineering, solutions engineering or another customer-facing technical role.
• Strong diagnostic ability and a methodical approach to finding root causes.
• Working knowledge of modern web applications, APIs, authentication, integrations, browser issues and network issues.
• Experience with application logs, monitoring tools, browser developer tools and database queries.
• Enough software knowledge to navigate a codebase and follow application logic.
• Clear customer communication, strong ownership, prioritisation and precise documentation.

Nice to have

• Experience writing and debugging production software.
• Ability to create automated tests and submit code fixes for engineering review.
• Experience supporting AI-enabled or data-intensive applications.
• Familiarity with incident-management and observability tools.

Culture & Benefits

• In-person work in Edinburgh with standard working hours for the employee’s region.
• Global customer coverage through a follow-the-sun model with structured regional handovers.
• Close collaboration with Engineering, Product, Transformation and Customer Success.
• Opportunity to shape support tooling and the operating model through direct customer evidence.
• Potential development toward senior support engineering, support leadership, solutions engineering or product engineering.