Support Engineer (AI)

Location: Edinburgh, United Kingdom. On-site; work from the office is the default. Customer support follows a follow-the-sun model, with normal hours for the agreed region and clear handovers between regions.

Company

hirify.global is building a legal operating system for in-house legal teams, using AI agents to manage routine work while keeping lawyers in control of judgement-heavy decisions.

What you will do

• Own technical support requests from first response through investigation, resolution and customer confirmation.
• Gather context, reproduce behaviour, inspect logs and data, and trace issues through the product and codebase.
• Resolve configuration and usage problems, escalating product or infrastructure changes to Engineering when needed.
• Propose and submit well-tested code fixes through the engineering review and deployment process where appropriate.
• Communicate clearly with customers, manage escalations, document global handovers and contribute to incident reviews.
• Create troubleshooting and known-issue documentation, identify recurring problems, and help improve support operations, tooling, service levels and escalation paths.

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 understanding of modern web applications, APIs, authentication, integrations, and common browser or network issues.
• Experience using application logs, monitoring tools, browser developer tools and database queries for diagnosis.
• Enough familiarity with software code to navigate a codebase, follow application logic and investigate reported behaviour.
• Clear customer communication, strong ownership, sound prioritisation, and the ability to recognise issues requiring immediate escalation.
• Care and precision when documenting tests, avoiding unsupported conclusions and confirming resolution.
• Interest in AI systems and comfort investigating behaviour that may not always be deterministic.
• No legal background is required, but motivation to learn how in-house legal teams work is expected.

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 team based in Edinburgh with office work as the default.
• Global customer coverage through a follow-the-sun model; routine work outside the agreed regional hours is not expected.
• Exceptional on-call or out-of-hours arrangements are agreed and communicated separately.
• Work closely with Engineering, Product, Transformation and Customer Success.
• Meaningful ownership in a fast-growing product category involving software behaviour, integrations, data and AI systems.
• Opportunities to shape support tooling and operating practices and develop toward senior support engineering, support leadership, solutions engineering or product engineering.