Tier 3 Support Engineer (AI)

Location: Remote

Salary: $125K–$150K annually, plus equity

Company

hirify.global develops AI-driven computer vision technology for workplace safety and operational efficiency, helping enterprise organizations identify risks and reduce incidents.

What you will do

• Own the resolution of complex, high-severity escalations across edge hardware, networking, AI inference, and cloud infrastructure.
• Perform root cause analysis at the code, configuration, and infrastructure levels and partner with Engineering on permanent fixes.
• Serve as the technical escalation point for Tier 2 Support, Customer Success, and Solutions Engineering.
• Lead technical communication with enterprise IT, security, and engineering stakeholders during critical incidents.
• Identify systemic failure patterns, improve troubleshooting frameworks, and maintain escalation criteria and knowledge resources.
• Drive post-incident reviews and participate in on-call rotations for critical escalations.

Requirements

• 2–4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role.
• Deep knowledge of TCP/IP, routing, firewalls, VPNs, Linux internals, and edge/IoT architectures.
• Ability to read and navigate Python, TypeScript, Go, and SQL code, edit configuration files, and contribute pull requests.
• Experience owning high-severity, multi-stakeholder incidents from detection through resolution.
• Strong executive communication skills for leading technical bridges with enterprise customers under pressure.
• Experience creating technical documentation, escalation frameworks, or support tooling.

Nice to have

• Experience with AI/ML inference pipelines, computer vision, or video analytics platforms.
• Familiarity with AWS, Azure, GCP, Datadog, Grafana, or similar infrastructure and observability tools.
• Background in warehouse, logistics, manufacturing, or industrial environments.
• Network+, Security+, or AWS Cloud Practitioner certification.

Culture & Benefits

• Health, dental, and vision insurance.
• Paid parental leave and support programs.
• Equity Incentive Plan.
• Generous paid time off and flexible work arrangements.
• 401(k), HSA options, and pre-tax commuter benefits.
• Company meals, events, and team-building activities.