Senior Technical Support Engineer (AI)

Location: Remote United Kingdom

Company

hirify.global builds an AI platform for highly regulated organizations, combining model and application development, hosting, and governance capabilities.

What you will do

• Own enterprise customer support cases from initial triage through resolution across all severity levels.
• Diagnose Kubernetes and cloud infrastructure issues, including pod failures, resource limits, persistent volumes, RBAC, ingress, and cluster-level problems.
• Troubleshoot ML platform issues involving workspaces, jobs, environment builds, model deployments, and data connectors.
• File actionable bug reports and enhancement requests in Jira while advocating for customers with Product and Engineering.
• Write and review knowledge base articles, how-to guides, and troubleshooting documentation.
• Hand off cases across AMER, EMEA, and APAC, run live customer troubleshooting sessions, and participate in the EMEA weekend on-call rotation.

Requirements

• 3–5 years of experience in enterprise technical support, solutions engineering, or a similar customer-facing technical role at a SaaS or data/AI platform company.
• Hands-on Kubernetes experience, including pod lifecycle, kubectl, RBAC, namespaces, persistent volumes, and cluster troubleshooting.
• Strong Linux and command-line skills, including log analysis, process management, filesystem navigation, and shell scripting.
• Familiarity with Python-based ML workflows, including Jupyter, package management, model training, and model serving.
• Experience with AWS, GCP, or Azure and containerized application environments.
• Clear written communication, systematic troubleshooting, ability to manage multiple time-sensitive cases, and a bachelor's degree in computer science, engineering, or a related field, or equivalent experience.

Culture & Benefits

• Remote-first work in a globally distributed team.
• Asynchronous collaboration across time zones with follow-the-sun case handoffs.
• Teaching and learning environment focused on professional growth.
• Inclusive workplace that welcomes people from diverse backgrounds and identities.
• Participation in a scheduled EMEA weekend on-call rotation.